Here are a few other odds and ends I learned about Optimize’s processes. Though they forbid internal email, they do use email to communicate with external partners. Their interaction with these inboxes, however, is highly structured. Johnson says those responsible for these external-facing email addresses have “discrete blocks” in which they check for messages, typically once a day. To handle customer service, Optimize deploys a tool called Intercom that streamlines the process of responding to the most common requests and prevents pileups of ambiguous emails from customers. Optimize also
...more
