12 Customer Service Email Management Software in 2022

Customer service email management software is the technology that allows you to respond to and manage business or customer conversations that come in via email.

When you’re first starting out, managing emails may appear simple but as your customer base expands, staying on top of all conversations becomes more difficult. 

With customer service email management software, you can get customer support under control by streamlining issues into one single inbox. These tools enable you to track and manage customer conversations, gather feedback, analyze trends, and do much more.

customer service email management software
Table of Contents

1. LiveAgent

liveagent

LiveAgent is one of the most complete AI customer service software with email management software being one of its components. Other features of this tool include knowledge-based publishing, live chat with agents, a community forum, and a customer portal.

With over 195 support features, you’ll be able to connect every possible support input channel, such as emails, Facebook comments, contact forms, live chat, and even phone calls.

The software includes a ticket management system that stores the entire stream of chat messages, emails, phone calls, or messages from other communication channels between the customer and the company’s support staff.

If you’re you missing important deadlines and losing track of priorities in your inbox, the platform lets you set up SLAs for high-priority emails.

You can also, install a native Android or iOS app to respond to customer requests while you are away from your desk. Whether you need to respond to customer emails or phone calls, its mobile app allows you to do so.

In addition, with LiveAgent you have the option of configuring the integrations and setting up “Advanced Automation Workflows” for creating a customized and highly efficient email management system. That’s also the reason why industries of all kinds and sizes use it for their needs.

Some of the LiveAgent features include email templates, automated ticket routing, chat invitations, website monitoring, voice integration, call recording, support portal, knowledge base, and many more.

In conclusion, whether your customers want to email, chat, call or contact you via social media, LiveAgent allows you to answer all their requests from one single platform.

2. LiveChat

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 more than 26,000 businesses in over 150 countries and handling hundreds of millions of chats each year.

3. Freshdesk Customer Email Management Software

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.

Moreover, it engages and supports customers via live chat. There are other options to do it as well including social media messages and web tracking.

4. Help Scout

help scout

Help Scout is a dedicated customer support software designed for growing teams to provide world-class service. When you sign up, you gain access to a comprehensive set of tools designed specifically for customer support.

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 that 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

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 which 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, 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

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. Overall, this tool is an all-in-one software that makes the customers trust it by providing the above-mentioned features.

7. Hiver

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.

This email management software is more commonly used for companies in manufacturing, logistics, financial services, IT and education. 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

It 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. 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 for helping 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. And the best part is that there is no limit to sending emails daily. This lets the companies tackle various customers on daily basis. However, the concerning thing is that you can’t use it for free, not even a free trial. But overall, it is a handy tool to be used by companies.

9. Front

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 companies that can benefit from this tool include “Customer Support Teams in B2B Tech, Finance, Logistics, Manufacturing, travel industries, professional & financial services”.

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, just like Sendinblue, this tool doesn’t offer a free trial. But still, it is better than many of its counterparts.

10. HappyFox

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 at 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 the 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. Overall, it is more of an IT management tool that can help users in a number of ways.

11. Drag

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.

12. Pega

pega

It is a “Business Process Management Tool” that lets the users use an already developed system instead of designing one on their own. It can help synchronize daily operations including sales and marketing. They can do it by taking their target audience into account.

The good thing is, that you have the option of adding multiple functionalities based on your business needs. And it is specifically used by large enterprises. The industries utilizing it include Healthcare, finance, and banking.

Its less technical syntax allows the users to manage businesses without understanding the coding. Users can also handle process flow tasks such as documentation, approvals, and file handling with ease using this tool. And you just need to design it for once, you can use the same context the next time you need it. That’s also the reason why it is used the most by bigger firms.

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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