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A central point of contact and information sharing aligns communication and eases getting in touch with customers. In addition, clients find it easy to identify where the communication originates, especially if the business has a general communication platform.
Working in a joint inbox helps people know who responded to what, whether clients' concerns have been addressed and if urgent emails have been attended to. Several times, businesses get emails to drop through cracks, which could lead to churn, which might disappoint clients; however, working from a single mailbox reduces the rate of churn and emails falling via cracks.
Joint inbox tools help teams to work from a single inbox which allows people to keep productive and collaborate effectively. In addition, having teams work together helps to create team organization and reduce client frustration.
Businesses prefer to use joint inbox software because management is straightforward, especially when small teams have manageable numbers. In addition, having misplaced or forgotten emails and unattended customer conversations hurts loyal clients. However, working from a joint inbox software helps to reduce some of that frustration and streamlines customer service workflow.
A joint email inbox aids teams to work together efficiently by having the required data be made fully available in a single location. Most joint inbox software tools comprise; insights and analytics, internal discussions, collision detection, automated emails and group email management as the key features.
To help your business progress effectively, we have identified the most effective joint inbox software tools used by most entrepreneurs in South Africa and these include;
1. MonkeyPesa
MonkeyPesa CRM is an all-in-one business automation tool. From sales marketing, automation or customer support. With the devotion to help Small and Medium Enterprises (SMEs), MonkeyPesa is a user-friendly tool. The pricing, features, analytics, easy-to-interpret dashboard make it ideal for you.
At MonkeyPesa, we believe that your team should work together to deliver an exceptional customer experience to your clients. Today, customers can reach you from various channels like email or social media channels. These customers expect to find help and answers throughout the day. Various customer support teams find this strenuous because they canvass all the different channels that clients have reached solutions.
It is important to note that clients do not want to be stranded for long replies. Therefore, employ a large team or use multiple software such as chatbots to automate chat interactions. Live chat software enables agents to solve customer issues in real-time and from wherever they already are. Furthermore, it makes the process comfortable as it is instant and doesn't need a physical meeting. Here, the reps can catch issues instantly during the conversation.
Email management is another crucial aspect of MonkeyPesa customer support software. Email interactions are notorious for being slow, especially if there are few monitoring agents and a high volume of emails daily. As a result, customers may need a response faster than some email service strategies can provide, especially when the conversation requires more than an initial email and a reply.
Any capable customer service team should possess a central and accessible knowledge base to simplify simple inquiries. MonkeyPesa lets you build a knowledge base backed up by well-written articles for customers to peruse through searching for answers. Without the articles, there is no knowledge base. A knowledge base is the end product of collecting and organizing that information into a usable form. This feeds directly into the self-service portal. This is the ultimate test for your customer support. This section is filled with an FAQ (Frequently Asked Questions) database and a knowledge base that contains other information like product specs and case studies. Customers can easily comb through these and find answers from queries of those before them.
MonkeyPesa Features:
Team collaboration
360-degree view of customers
Livechat software
Ticket routing
Joint inbox
API
Automation
Community forums
Self-service portal
Insights, analytics and reports
Human Resource and payroll
Live Chat
Bulk SMS and email management
2. Hubspot
HubSpot, email marketing software, has all the tools your business needs to grow its sales and revenue. In addition, the software has an inbound marketing strategy that helps generate traffic and leads, convert leads into customers and get a higher return on investment.
HubSpot, email marketing software, helps manage customer data like; emails, recording calls and meetings. Also, the software works the sales pipeline and aids sales personnel to keep monitoring customer contacts and deals. The software helps to monitor performance since it gives insight into sales activities.
If your company uses HubSpot CRM, finding an associated app to help you catch updates would be the best move. With this, you can still add information and any other updates as you go; you specifically don’t need to have a computer to do it, or in case you traveled, but without a computer, you can still add up the updates to a company platform using your phone, and this is quite flexible to any salesperson. You can download the app and get started today while you are moving.
HubSpot stands out by going beyond sales with its marketing hub, which provides an all-in-one solution to run complete inbound marketing campaigns and improve the leads you provide your sales team. HubSpot CRM has a powerful dashboard that shows sales statistics in real-time, keeping your sales team abreast of the status of every lead in the sales pipeline. In addition, you can track deal flow based on performance, so it is clear just how the team performs according to their quotas.
Why should you use Hubspot sales software?
Content optimization tools
Optimized landing pages
Email templates
Marketing automation
Lead management
Analytics
Social media management
HubSpot has also switched from an inbound marketing tool to a complete CRM platform, now offering free and paid sales hubs, customer service hubs, and content management (on top of the free/delivered marketing hub).
The software has a free trial version for starts and smaller businesses. Still, there are also other packages, for instance, a starter package for $45 a month, the professional package goes for $450 a month, while a package for big enterprises goes for $1200 per month.
Why should entrepreneurs be to using HubSpot CRM?
Easy to use hence favoring small and medium enterprises
It gives a free trial version that lasts forever
Pricing and solution packages easily align with the kind of a business
Helps to understand CRM lead management
3. Helpmonks
Helpmonks is a shared inbox that helps the congregation on your server while giving you access to basic features such as; internal notes, email assignments, auto-tagging and automated responses. In addition, the software has data storing capabilities covering shared inbox into a full-featured CRM. The budget for the software is cost-effective and has no user limit on their basic plan, which makes it a good option for most organizations with significant numbers of customers.
The software has an email platform that is easy to use and allows internal notes, assignments, labels, sophisticated workflows and collision detection.
Helpmonks uses the live chat widget, email marketing and email automation to transform the shared inbox into a sales powerhouse. In addition, Helpmonks is a platform that allows teams to collaborate and has features that help teams upgrade to a new level.
The software has an email platform that drives sales by linking you up with customers and growing your business. Additionally, the software allows you to add a chat widget to your website, allowing you to chat with customers in real-time freely. The software also has email marketing and automation platforms to help in lead nurturing, pre-sales and email marketing.
The software supports Gmail, office 365 and more. However, software users prefer to use Helpmonks because it has automated triggers, labels, sorts and assigns interactions to various teams depending on content and capacity to organize emails and eliminate the chaos of shared inboxes.
The software helps several representatives work within a single inbox and has a built-in collision protection feature which allows to help teams not work on duplicate emails.
Helpmonks features include;
advanced reports
mobile app
internal notes
collision alerts
shared inbox
unlimited users
email automation
email marketing
attachment browser
company management
contact management
live chat and ToDos for teams, plus more other features.
Helpmonks pricing details; there is a different package: an all-in-one team collaboration platform with all email marketing tools costs $99. Bliss is a shared mailbox for teams with live chat and helps your business grow; the package costs $49. The starter, a shared mailbox with enhanced customer management, costs $29.
4. Cerb
Cerb is a joint inbox software that uses Zapier to link emails and accelerates emails from your server. Cerb is a customizable workspace that builds collaborative workspaces. The software comes with webhooks, plugins, APIs and other tools. These help to align your workflow.
Cerb is a customizable and collaborative email inbox that aids your teams in giving customers the best services they deserve. Additionally, the software has project management tools such as calendars and ARTs, which help align the flow of work within and amongst teams. Finally, the software helps remote teams work efficiently by assisting them in managing work.
The software allows the collaboration of emails, tasks, issues, calendars, calls, tweets, notifications, files, reminders and time slips. In addition, Cerb is a data warehouse for contact center data for teams that maintains records to monitor the most critical interactions. The interactions include survey responses, form submissions, client satisfaction scores, orders, vendors, products, assets, deals, courses, and more.
The software allows you to build your custom fields, for instance, picklists, records links, URLs, currency, files and more. The software has a workflow builder which builds a customizable worklist for your workspace. The workflow builder customizes record pages and card popups layout. You can also add dashboards of widgets for visualizing tables, charts, calendars, clocks, counters, gauges, worklists and more.
Cerb pricing details; Cerb cloud costs $30-35 per month, and it’s billed annually, while Cerb self-hosted costs between $37-40 per month, and it’s billed annually as well.
5. DragApp
DragApp joint inbox software supports Gmail only. DragApp is a joint workspace that helps teams to get their work done. The software has three main collaboration components: shared inbox, task management tools for workflow, and internal team chat. The collaboration components help decrease the gap between email and tasks, which boosts customer satisfaction.
DragApp is software that eases teams' work by enabling them to work faster from a single inbox. Being a shared inbox, DragApp has boards, productivity, workflow, and collaboration tools that watch out for all the vital things in a single platform, Gmail.
DragApp is suitable for email-centric businesses, helps reduce helpdesk complications, has many tools to close deals, supports customers, manages tasks, and eases team communication. In addition, the software enables teamwork into Gmail, organizes work from your inbox and eases workflow.
The software has a project management feature that permits you to build columns with Gmail inbox, which helps distribute email content to support teams and visualize workload and easily find interactions that relate to them.
DragApp features;
shared inbox, boards
email notes
checklists
due dates
color coding
activity logs
sort and filter
card links
aliases
assignments
email tracking
team chats
automation
tasks
merge cards
analytics
board views
email sequences
shared drafts
shared labels
collision detection
email templates.
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