Is email overload a persistent issue for you? Don’t worry, you are not alone because in today’s fast-paced work environment, handling emails is a challenge that many of us face. Did you know that emails are sent in billions worldwide each day, with the average employee receiving a few hundred emails daily?
Spending precious time sifting through such non-priority emails is not only unproductive but also drains your team. This can hinder their ability to provide exceptional customer service and get in the way of opportunities for business growth. By discovering the right tools and effective ways to manage your email inbox, you can regain valuable time to focus on customer satisfaction and explore new avenues for business expansion. The primary objective here is to enhance efficiency, allowing you to concentrate on tasks that contribute to your bottom line.
In this article, we’ll talk about the best customer service email management software, so you select an option that suits your business. But before we get into that, let’s take a quick look at what email management is all about.
What Is Email Management and How Does It Enhance Productivity?
Email management is a strategic approach aimed at optimizing email practices while reducing the hindering impacts that email handling can impose on your team’s productivity level. It involves the sorting, filtering, and prioritization of emails. Doing this allows your team members to spend more time and attention on important business tasks that could increase profits.
A customer service email management tool brings a set of techniques designed to streamline the email experience, ensuring that your messages are handled efficiently and effectively, and empowering individuals to focus their energies where they matter most.
Such software goes beyond mere email organization, they employ advanced techniques to streamline the entire email experience. Here’s how:
- By automating repetitive tasks, reducing manual effort, and saving time.
- Emails are categorized and prioritized based on predefined criteria, ensuring that the most critical issues are addressed promptly.
- Many email management tools integrate with other business systems, providing a centralized hub for communication.
- Give valuable analytics, allowing you to measure and improve your team’s email response times and effectiveness.
Now let’s dive into the top 6 email management software options available, helping you select the ideal customer service tool for your support team.
6 Best Email Management Software for Customer Service in 2023
Some people overlook a full inbox, while others strive for the ‘inbox zero’ status, a term by Merlin Mann, meaning no emails by day’s end. Balancing quick email handling with vital business tasks requires thought.
To achieve this, adopting email management tools is a great step. Here are some top email management software options for your customer service needs.
Trengo – Our Top Pick for Customer Service Email Management
Trengo offers a comprehensive omnichannel customer service platform that streamlines email management and improves collaboration among support teams. It centralizes all communication in one dashboard eliminating the need for switching between tabs.
Elevate Your Customer Relationship Management Effortlessly with Trengo
Trengo makes customer support easy. It’s a simple tool that lets support agents handle customer relationships smoothly. Let’s dive into Trengo’s features that made us pick this tool as our #1 choice.
Organized Inbox for Personalized Attention
Trengo reinvents the email inbox, making it an organized dream. New emails gather in your team’s central Inbox and your agents can then cherry-pick emails, and assign them to themselves, which removes the email from the central Inbox and places it into each agent’s “My Queue.” This intuitive workflow ensures agents can focus on prioritized conversations instead of sifting through a cluttered inbox.
Streamlined Collaboration
Within each email ticket, collaborative features keep agents in perfect sync. Access to customer information and prior communications are within the ticket, eliminating the need for switching between different platforms. Agents can also communicate internally via notes, ensuring everyone is on the same page.
Faster Responses with Templates and Knowledge Base
Trengo accelerates response times by storing email templates and knowledge-base articles. Agents can harness templates to streamline replies and personalize them with custom fields. Knowledge-based articles empower agents to provide in-depth troubleshooting information, reducing follow-up questions.
Ultimate Automation for Efficiency
Trengo’s automation rules and triggers are a godsend for efficiency. You can set reminders for unresponsive emails or automatically assign specific email types to designated agents. This automation keeps agents accountable and focused on what matters most.
Great Data Insights
The platform offers comprehensive reporting tools to monitor agent performance and customer needs. Dive into metrics like response times, resolution times, and more to stay updated about your team’s performance. Customizable reports and filters ensure you get precisely the data you need.
Multi-Device Accessibility
Trengo provides mobile apps for iOS and Android so your team can assist customers from anywhere. The mobile app mirrors the desktop experience, enabling seamless on-the-go support.
Tailored to Your Needs
The software values simplicity but understands the power of customization. Integrations and open APIs allow you to sync with various tools and create a multi-channel support hub. Choose between cloud-based and self-hosted solutions to align with your requirements.
Transparent Pricing
The platform believes in transparent, fair pricing. Trengo charges based on the number of seats, offering all customers the same feature set, regardless of team size.
Trengo’s customer service email management software redefines customer relationship management, making it effortless and terrific. It’s the catalyst for delivering unparalleled customer support and building lasting relationships.
Ready to revolutionize your customer service experience? Get a free demo by Trengo and see the difference for yourself!
Pros
- Excellent multichannel support.
- Quick feature updates.
- Powerful analytics and automation.
- Fits any Business Size
Cons
- Learning curve for new users.
Pricing
Starting at $10 per user per month.
Other Customer Service Email Management Software We’ve Reviewed
As we test the number of helpdesk tools available in the market, two main points stand out:
First, many help desk tools come packed with features or cater to multiple communication channels. If you’re looking for things like chatbots or integration of messages from various platforms, that’s great. However, if not, these added features can extend the time taken to train staff and may increase monthly costs.
Secondly, it’s rare to find SaaS help desk platforms that provide both online and on-premise solutions. For those specifically seeking an on-premise option, choices are limited, and some may even feel outdated.
Next, let’s explore some of the top customer service email management software available.
Zendesk
Zendesk is a widely used customer service platform with amazing email management features. It offers ticketing, knowledge base, and automation capabilities that can make handling customer interactions and team collaborations a breeze.
This system enables businesses to efficiently organize and prioritize incoming emails, ensuring that no customer query goes unnoticed. It simplifies the process of assigning emails to specific agents, tracking their status, and facilitating timely responses.
Moreover, Zendesk offers a comprehensive knowledge base feature, allowing businesses to create, manage, and share valuable resources and FAQs. This not only reduces the volume of repetitive inquiries but also empowers customers to find answers independently, enhancing their experience.
Automation is another hallmark of Zendesk, enabling brands to automate routine tasks, responses, and workflows, which frees up agents to focus on more complex and personalized interactions. This automation extends to email routing, ensuring that emails are directed to the right team or agent swiftly.
The software also comes with multiple built-in integrations, such as Salesforce and Google Analytics, and is highly customizable.
Pros
- User-friendly interface.
- Extensive integrations.
- Good reporting and analytics.
Cons
- Pricing can be rather high for advanced features.
- Limited customization options.
Pricing
Starting at $19 per user per month.
Freshdesk
Another user-friendly name in the customer service software game, Freshdesk brings complete email management capabilities like ticketing, self-service options, and automation to help streamline operations. The software’s cloud-based nature ensures accessibility from anywhere, and its omnichannel support platform facilitates communication through various channels, including email, chat, phone, and social media.
Businesses can tailor the software to match their unique customer service requirements.
Freshdesk’s AI-integrated ticketing system, named “Freddy,” is a revolutionary feature that redefines how businesses manage customer service inquiries through email. Freddy wields the power of artificial intelligence to tackle the mundane and repetitive tasks that often tie down support teams, freeing up valuable time for both your staff and customers.
Freddy is designed to work tirelessly, ensuring that incoming emails are categorized, prioritized, and assigned with remarkable efficiency. It’s adept at recognizing common customer inquiries and can suggest relevant responses or actions, helping agents respond promptly and accurately.
Pros
- Intuitive interface.
- Robust knowledge base.
- Multichannel support.
Cons
- Limited reporting in lower-tier plans.
- Advanced features can be expensive.
Pricing
Starting at $15 per user per month.
ZohoDesk
Zoho Desk is another fantastic option for managing customer requests, it goes the extra mile in empowering businesses to handle customer requests seamlessly across various communication channels. What sets Zoho Desk apart from other customer service solutions is its flexibility, offering both cloud-based and on-premise ticketing software options to cater to diverse business needs.
One of its standout features is the ability to combine customer inquiries from multiple channels, including email, chat, social media, and more. This ensures that no matter where customers reach out, their requests are efficiently captured and managed within a unified system.
Zoho Desk also places a strong emphasis on enhancing agent productivity as it equips support teams with tools like AI-powered automation to streamline repetitive tasks.
The software’s knowledge base feature empowers customers to find answers independently, reducing the volume of incoming emails.
Your team can benefit from its epic reporting and analytics capabilities, enabling them to track agent performance, monitor response times, and gain insights into customer satisfaction levels.
Pros
- Customizations galore to match your needs.
- Collaboration features for teams.
- Knowledge base integration.
Cons
- The user interface can be a bit confusing if you are an entry-level user
- Reporting capabilities can improve.
Pricing
Starting at $20 per user per month.
Front
A well-rounded platform for customer requests and communication used by over 6,000 high-impact teams, Front offers a comprehensive suite of features designed to streamline email communication, enhance collaboration, and optimize workflow management. It facilitates efficient email template creation and this is particularly valuable for businesses looking to maintain a consistent and professional email communication style.
With customizable templates, teams can save time by easily drafting and sending standardized responses.
Front’s message routing feature is another highlight as it enables instant message routing, ensuring that incoming emails are directed to the right team member or department automatically. This not only reduces response times but also minimizes the chances of emails being lost or overlooked.
Front promotes seamless collaboration through shared messages. Team members can access and communicate internally within the platform, allowing for swift decision-making and ensuring that everyone is on the same page. This collaborative approach enhances overall productivity and the quality of customer interactions.
Pros
- Powerful collaboration and team features.
- Integrations with popular apps.
- Value for money
Cons
- Can be complex for smaller teams.
- Pricing increases with advanced features.
Pricing
The front starts at 9$/user/month for 3 team channels
Help Scout
Help Scout is a highly personalized email manager used by big names like Grubhub, Reddit, and Postmark. Be it a team of 5 people or 500, Help Scout’s capabilities are designed to provide a highly personalized and organized email management experience.
It ensures that emails, customer inquiries, and conversations are systematically organized, preventing any important correspondence from slipping through the cracks. This level of organization is vital in maintaining top-notch customer support.
Users have easy access to comprehensive contact information, conversation data, and activity logs, allowing for a 360-degree view of each customer’s history and interactions with the support team. This in-depth understanding enables agents to provide more personalized and effective responses, enhancing the overall customer experience.
Moreover, Help Scout integrates swiftly with a variety of other applications, allowing you to access and incorporate data from these tools directly within the platform. This integration capability further streamlines workflows and ensures that agents have all the information they need at their fingertips.
Pros
- Terrific workflows
- Fantastic tagging system
- Easy onboarding
Cons
- Stats and metrics can improve
- Some integration issues
Pricing
The standard pricing plan starts at $20/month/user
Criteria Used in Selecting Our Top Email Management Software
Choosing the right email management software for customer service solutions can be an overwhelming process. Here are some key points that we considered while evaluating different email management tools:
Usability
Is the solution easy to use? Is the UI intuitive and easily navigable? Does the solution have a built-in onboarding module that reduces the go-live time?
Scalability
Can the software enable you to track ownership or assign accountability to a large volume of emails? Is there a way to ensure that two or more people don’t end up replying to the same email? Can you collaborate smoothly without needing to forward emails?
Customization
Can you categorize incoming emails without any hassle? Is your team able to personalize the email inbox the way they wish to, either by the newest or oldest first, emails that you are copied on, or the ones that are still waiting for customer responses?
Integrations
Can you bring in all the data you need from other tools like your CRM to offer efficient and quick customer support? Does the solution enable integrations with all the tools you already use?
Pricing
Does the software offer transparent and flexible pricing? Do you have to get into a subscription or there is an option to pay as you go? Is there a free email management solution available from the solution provider?
After looking at all the above important areas that we kept in mind when choosing our top picks, it’s time to dive into the features to look out for in your email management software.
Features to look for in a Customer Service Email Management Software
Let’s take a look at some of the features to look out for in email management software for customer service.
Multichannel Support
Look for software that can handle emails from various channels, including web forms and social media, to centralize all customer interactions.
Automation
Opt for automation features like email routing, canned responses, and auto-tagging to help streamline workflows and reduce manual tasks.
Ticketing System
A robust ticketing system organizes emails into manageable units, allowing agents to track, prioritize, and resolve issues effectively.
Knowledge Base Integration
Integration with a knowledge base enables agents to access relevant information quickly, aiding in efficient and accurate responses.
Categorization and Tagging
Efficiently categorize and tag emails for better organization and easy retrieval.
Analytics and Reporting
Comprehensive analytics that can provide insights into email performance, response times, and customer satisfaction, facilitating data-driven improvements.
Collaboration Tools
Features like internal notes and team collaboration tools promote seamless communication among agents, enhancing problem-solving capabilities.
Customization
The ability to customize email templates, workflows, and rules allows the software to adapt to your unique business needs.
User-Friendly Interface
An easy interface reduces training time and ensures easy adoption by your support team.
Best Practices when Working with Customer Service Email Management Tool
Effectively managing your email inbox is imperative in today’s business environment. Here are some guidelines to streamline operations using customer service email management software:
Scheduling
Efficient email management begins with allocating specific time slots for reviewing and responding to emails. Establish a routine to create a focused and distraction-free environment, allowing you to address customer queries and concerns promptly.
Prioritize Urgent Matters
Start your email management session by addressing urgent matters. Quickly resolve issues that require immediate attention to ensure customer satisfaction and demonstrate responsiveness.
Inbox Organization
Leverage your email tool’s capabilities for categorizing, sorting, prioritizing, grouping, and filtering emails. Create parent folders that align with your key business areas such as Accounting, or Human Resources, and maintain subfolders for specific categories.
Optimize Your Subject Line
Craft search-friendly subject lines for your emails to ensure easy categorization and archiving. A well-optimized subject line allows for quick identification of the email’s content, saving time during later searches.
Minimize Distractions
After reviewing and responding to emails, mute distracting email alerts and notifications. This helps maintain focus on other essential business activities without interruptions.
Keep Communication Concise
Efficiency is key in email management. Ensure that your responses are clear, and brief, and directly address the subject at hand. This not only saves time for both you and the recipients but also promotes effective communication
Embrace the ‘4 D’s’
- Do: Act immediately on emails that can be resolved in minutes to prevent customer frustration.
- Delete: Instantly delete identified spam emails to declutter your inbox.
- Defer: Put uncertain responses in a designated folder with a reminder to revisit them.
- Delegate: Assign emails to team members who can efficiently handle them.
Conclusion
An excellent email management software offers swift, tailored responses that not only add character to your business but also empower your team to address customer concerns effectively. This enhances overall satisfaction and boosts customer satisfaction scores. While mastering email can be challenging, integrating these tools into your daily operations can significantly enhance time management.
Find out more about Trengo and see if it’s a good fit for your business customer service, book a free demo.
