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The power of a simple yet efficient email inbox is incredible and decides your customer support quality.
you’re free to easily assign emails and monitor which agent is working on which conversation.
Further, it offers a fantastic report generation feature for in-depth customer and employee data insights.
you might write private notes and share them instantly with your team for seamless collaboration.
Features
you might also track key metrics and agent performance from a single dashboard.
Hiver also offers email templates to deliver faster responses.
It allows you to convert your Gmail account into a help desk as well.
it’s possible for you to also migrate to Gmail powered by Hiver for an effortless transition.
Freshdesk offers a free trial which I would strongly suggest trying to see how it works.
It enables you to manage customer communication by centralizing all the queries from different channels for your team members.
Features like Notes and Mentions make internal team communication smooth and seamless.
you could also create accountability among your support staff by assigning conversations to them.
Help Scoutfacilitates effortless internal collaboration via private notes, tags, and saved replies.
Mailflow
Mailflowis an all-in-one inbox for teams that offers flexible workspaces.
The tool allows easy email sharing with no requirements of email forwarding or cc to users.
The users can opt for internal discussions without sending internal threads to clients.
It comes with routing rules and productivity tools, ensuring efficient ticket assignment and facilitating seamless follow-ups.
Kayako
Kayakooffers a powerful tool to manage your shared emails efficiently and effortlessly.
Private notes allow your agents to collaborate internally, avoiding response collision and inbox confusion.
you’ve got the option to also get a universal view of all the customer activities.
It helps you easily keep track of everything and manage the entire shared inbox.
Its amazing reporting and tracking functionalities allow you to make the most of your resources.
SupportBee
SupportBeeis an effective email collaboration tool with a familiar email interface and offers impeccable collaboration features.
Your agents can share draft responses to review them before sending them to a customer.
There are three ticket categories answered, unanswered, and archived.
Hence, you could instantly see the tickets that need immediate attention and resolve them on a priority basis.
Every account has a support site where your users can manage and respond to customer communication.
it’s possible for you to add multiple emails as well.
Next, lets go through email management basics.
What Is a Shared Inbox & How Does it Work?
Multiple users use a shared email inbox to check and respond to incoming emails and manage customer conversations.
Unliketraditional business email, a shared inbox doesnt have its user ID and password.
So, you cannot log into them directly and require access permission granted by the admin.
This permission varies, such as Full Access or Send As.
The access might also vary across the different software providers.
The three common types of access permissions are:
Why Do You Need Shared Inbox Software?
The forward queues are not overwhelming and the chances of an email going unnoticed for days are negligible.
Forgotten conversations, misplaced emails, and duplicate responses are some of the major pain points in such cases.
Some other problems include:
Hence, the shared inbox software!
you’re free to also assign roles, avoid abandoned emails, and refrain from sending duplicate replies.
An agent collision happens when two team members respond to the same customer query and offer a different resolution.
This affects the credibility of your support system.
This assignment can also be manual.
Most of the shared inbox tools offer canned responses and templates.
you might use them to offer swift responses and to tackle similar queries.
The shared inbox tools shared here do a lot more than simply managing support inboxes.
They save time, enhance customer satisfaction, and improve the productivity of your customer service team.
Moreover, they help you foster a transparent and accountable organizational culture and facilitate visibility across the entire system.
So, invest in any of the above tools and give your business the right head start!
