11 Best Customer Service Email Management Software [2023]

Are you tired of sifting through countless customer service emails, trying to keep track of responses, and resolving issues?

Well, customer service email management software is here to make your life a whole lot easier. With this software, you can streamline your customer service process, keep track of interactions and make sure no email falls through the cracks.

In this article, we’ll dive into what customer service email management software is, its benefits, and some of the top options available on the market today. 

customer service email management software
Table of Contents

1. LiveAgent


LiveAgent is one of the most complete AI customer service software with email management software being one of its components. 

The universal inbox is the star feature, allowing you to collect all messages from various sources like email addresses, social media accounts, and even phones, all in one place.

Not only that, but you and your team will have unique logins to the system, so you can tackle different customer issues simultaneously.

And, with the department and responsibility feature, you can better organize your inbox by creating different departments for your marketing, IT support, or sales teams.

LiveAgent also has powerful email marketing automation rules to help you manage your workflow. You can automatically route emails to specific departments, schedule follow-up emails, and even get real data insights with its analytics and reporting features. 

Other LiveAgent features include knowledge-based publishing, live chat with agents, a community forum, and a customer portal.

2. LiveChat


LiveChat is another multichannel customer service automation software that enables businesses of all sizes to interact with their visitors and customers.

The solution is integrated into the company’s website, where online visitors can communicate with agents via a chat window.

With LiveChat, you can handle Facebook Messenger chats, help your customers via live chat, and use tickets to respond to them via email.

And with the LiveChat customer service email management software, you’ll get control over your shared inbox. You can forward your emails to LiveChat and use its robust ticketing system to prioritize and manage all your support requests in no time.

You can also invite your customers to the chat box by sending them the chat link via email or text message. Each chat is automatically graded based on an analysis of the customer’s answers.

LiveChat has a wide range of add-on modules, including some for sales and marketing automation, as well as integrations with third-party customer relationship management platforms, in addition to core live chat functionality.

Agents can use LiveChat through a web browser, dedicated applications for Windows, Mac OS, and mobile devices running Android and iOS.

It’s also worth mentioning that LiveChat is one of the world’s leading providers of customer service solutions, serving as of now more than 26,000 businesses in over 150 countries and handling hundreds of millions of chats each year.

3. Freshdesk


Freshdesk is a customer service and customer success software for businesses of all sizes. The platform lets you assign, prioritize and categorize tickets in order to not lose track of them. This includes the tracking and managing of tickets from various channels with one shared inbox.

Freshdesk allows you to automatically route incoming customer conversations to the appropriate agent or team based on the content of the message, the region or language, and even the skill set of the agents.

Agents have also easy access to all customer’s details such as previous conversations, their unique ID, and so on, which will allow you to provide context specific assistance.

Freshdesk is packed with features that allow you to collaborate if customer conversations require assistance from your teammates or from other teams in your business.

You can not only collaborate right from the customer’s conversation, but you can also share ownership of the issue with another team and have full context until the problem is solved.

The SLA management helps you set deadlines for resolution and response depending on the business hours. It combines the experts of a company together to help the customers by resolving their issues after discussing them in detail.

Freshdesk provides you with an omnichannel customer engagement platform that serves as the single source of truth for customer information, giving a 360-degree view of your customers. 

4. Help Scout

help scout

Help Scout is a dedicated customer support software designed for growing teams to provide world-class service.

Help Scout lets you manage your shared inbox with features like private notes and @mentions.

Collision detection helps reduce duplicate work by displaying when your agent is actively working on a specific conversation.

Workflows allow you to automate routine tasks such as conversation sorting and gain additional context through customer profiles.

The Help Scout knowledge base builder makes it simple to create self-service content. Built-in search functionality and many organisation features help customers quickly find the answers they need, and Docs-specific reports show which content is performing well and where you can improve.

Help Scout’s Beacon provides live chat capabilities and proactive support options where customers can use the widget to search your Docs site articles or submit a question to your support team, allowing them to get answers when and where they need them the most.

Apart from email management, it has a lot of other things to offer also such as customer service analytics tools, a number of integrations, support for multiple channels, and many self-service options.

5. Moosend


Another addition to the best email management softwares is Moosend which is not only simple to use but offers so many features including a drag-and-drop editor to help you build emails, landing pages, and forms.

In order to help you start your campaign, there are nearly 100 email templates already available that are modern-looking and professional.

It also offers flexible automation options (with Automation Workflow Templates) followed by an advanced workflow editor. For comparing different campaigns and their content, A/B Testing is also available.

You can also connect your account to a number of third-party tools. The “Pre-made Blocks” help you in pulling product lists from your store directly into emails. 

And last but not least, a web tracking option is also available to see how many sales you have done from your campaigns. It can track any activity happening on your site and it lets you track customers’ journeys as well.

6. Zendesk


Zendesk was built for serving the customers as well as enhancing the customer service experience of the agents. 

The dynamic request forms provided by Zendesk provide the agents with all the details of customers’ issues without any delay. This leads them to offer personalized support depending on the information available.

Zendesk also has macros aka predefined responses for solving common problems quickly. With this tool, support agents get the option of creating and sharing their own pre-planned responses to any customer inquiry. This saves a lot of their time and lets them communicate with more people at once.

Zendesk also provides the agents with purchase history and other such things in order to help them deal with customers quickly. You have the option of delivering conversational experiences across mobile, social media and email. 

7. Hiver


You may think that Gmail should start using some enhancements, you are surely considering Hiver for this purpose. The reason is that this tool is in the dashboard of your Gmail. 

Hiver tends to enhance Gmail for letting you use it as an “Email Ticketing System”. Some of its important features include advanced reporting, collision detection, ticket routing, and automation.

If a company does not really want its agents to learn new systems, they can use this tool for adding more features associated with advanced email management. 

The only drawback of it is that customers can’t create tickets on their behalf. They have to communicate with the company constantly via email to create the tickets for them. But still, it is a good option to go for.

8. Sendinblue


Sendinblue is an email management software specifically designed for people related to marketing or the owners of small or medium-sized businesses. Large enterprises can also benefit from it but in a limited way though. 

It includes all the email marketing tools like “Native Email Designer, Email Personalization, and SMS Marketing Functionality.” 

This tool also has a sales CRM as well as advanced segmentation to help you manage a large number of customer contacts with ease. Its reporting features can help marketers in tracking campaign performance.

Sendinblue also has a shared inbox for collaborating on different customer inquiries. Some other features of this email management software include A/B Testing, Ad Builders, and Send-time Optimization. 

9. Front


It is a “Customer Communication Hub” which surrounds conversations associated with collaborations in order to offer fast responses to the customers.

It is quite easy to use because of its modern interface. It is mainly built for companies that are planning to deliver “1-to1 experiences at scale”.

It also helps the agents in delivering personalized services with the help of a shared inbox. 

The ultimate goal of it is to facilitate team collaborations that are effective and helpful for customers. Teams can combine together on any inquiry or request, doesn’t matter which channel they belong to. 

Agents can also combine team chats, individual and support team emails in a single window using this tool which lets them resolve customers’ issues faster. However, this tool doesn’t offer a free trial. But still, it is better than many of its counterparts.

10. HappyFox


HappyFox is an IT helpdesk where users are allowed to share the technical issues they want to resolve. This helpdesk also helps in tracking, categorizing, managing and resolving those issues in a single place. 

Since it is not easy for you to provide support to users in different channels, HappyFox divides the tickets into groups such as outages, incident management, and service requests. This helps troubleshoot the issues quickly. 

You can also use HappyFox Reporting for analyzing ticket inflow, generating the reports and visualizing incoming tickets. This makes it easy for customers to cope with complex reports.

The SLA Management option is also available for making IT operations smooth. IT users can also self-serve themselves using this tool.

For business owners, the repetition of manual tasks becomes difficult which this tool makes easy with automation workflows. 

11. Drag


It is a task management software that offers nothing different from other such tools. It helps the companies in marketing, collaboration, and communication by providing them with a shared inbox. 

The tools convert your Gmail into a nice board that functions on both Chrome and Opera. Users can manage the tasks right from their inbox and they can use it with unlimited email addresses. And then, they can organize their tasks by disabling or enabling them. Drag is equally beneficial for both individuals as well as groups.

Since you get a shared inbox, you can add tasks to it according to the needs of the customers. This tool’s integration with Google Apps such as Gmail doesn’t let the users move “Back & Forth” in their inbox. 

They have a number of tools available in there which ultimately increase their productivity also. The best part is that it has a simple interface that anyone can learn and use quickly. Only the installation is a bit difficult, the rest of the tasks are managed by it perfectly.

What is Customer Service Email Management Software?

Customer service email management software is a tool that helps businesses manage customer service email. It can track and prioritize emails, as well as provide templates and automate responses. This can help customer service reps handle a high volume of emails while providing quality service.

Choosing The Customer Service Email Management Platform

In conclusion, customer service email management software can be a great asset for any business. By automating email responses and keeping track of customer conversations, businesses can improve their customer service process and save time. 

Implementing a customer service email management system can be a challenge, but the benefits are clear. Businesses that take the time to set up an effective email management system will see improved customer satisfaction and more efficient customer service.

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