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Businesses operate in a more integrated, effective and streamlined digital manner. Software tools and emails are some of the powerful spheres of influence pushing businesses to work in a more formal and modern digital way.
Email inbox has incredible power, and they help improve customer support; however, when the business grows and the number of customers doubles or triples, things lose control. But with joint inbox email management tools, you can successfully manage email customer service.
A joint shared inbox is an email mailbox that allows multiple users from their unique logins. The joint inbox accounts permit users to view, edit and assign emails in a common forum that aligns team communication processes. Joint inboxes are commonly used by employees who need improved coordination amongst teammates to fulfill email requests, such as support desk teams.
Modern customer support teams value the work of joint and shared inbox as compared to having one email account shared amongst teammates. Joint Inbox allows teams to gain the ability to personalize views and preferences for each user as well as security control among accounts; for example, each user of joint inbox logs in with their credentials and administers a unique dashboard based on their tasks and responsibilities. In addition, using a jointly shared inbox provides team accountability and brings email collaboration tools to address customer needs.
In this guide, we have shared the best joint inbox tools that can help Nigerian Entrepreneurs’ and their teams to do better and improve the performance of their businesses.
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. Zendesk
Zendesk customer service software helps businesses to grow good relationships with customers. A good relationship enhances a good customer experience, resulting in customer retention, continued support, and productivity.
Zendesk customer service software is user-friendly, easy to implement and can fit into the business needs of any business. Zendesk customer service software serves SMEs. Zendesk brings together big teams while concentrating on high regard issues in a company. To help your business meet all its customer needs. Zendesk equips your business with the required tools to meet your customer needs on the different channels of communication they preferably use while customizing a good experience for each individual.
Zendesk customer service software has tools to help you manage a business with multiple customers and agents while customizing support to solve customers’ problems. These tools include; advanced workflow capabilities, Al-powered automation and self-service.
For small teams, Zendesk is suitable for efficiency. Zendesk gathers all the customer data in a single and centralized workspace, making accessibility easy. In addition, Zendesk has tools to help you capture customer data such as; customer questions to share the required information.
Zendesk has tools such as; Omnichannel which helps startups consistently keep in contact with clients, give them the best customer experience and win their reliability. Other support services to enhance consistent engagement with clients include; phone, email, and chat and they are all put in one place hence free access.
Features of Zendesk customer service software include:
Livechat software
Ticket routing
API
Tracking and reporting
Knowledge base
Native integrations
Automation
Community forums
Self-service portal
Zendesk customer service software gives a free credit for six months with access to tailored resources and a growing network and community of customer experience experts.
3. Front
For teams that would like to scale their customer experience humanly, Front is a software you need to consider first. Front is a multi-channel customer communication hub that is good for enterprise teams and teams that require complex advanced functionality. The software operates for many use cases and is packed with functionality.
Front integrates with other tools and can see emails, SMS, live chat and messages in a single tool. However, the software is quite expensive since each user is charged to acquire full functionality. In addition, the interface is complicated to set up and hence might not be easy for teams to use.
Front pricing; starter goes for $19, prime for $49 while enterprise cost is delivered upon request.
4. Helpwise
Helpwise is a shared inbox for emails, SMS messaging, WhatsApp, LiveChat and Social media. Each user of the shared inbox is allowed to have a private password, which helps improve security. In addition, the software will enable you to work together with other teammates in real-time with chat functionality and assign messages to the right teammates.
The software has an inbuilt collision detection which reduces the cases of email duplication. In addition, the software collaborates with social media channels like; email, SMS, WhatsApp, Twitter, Facebook, etc. Other tools include; Pipedrive, stripe, Trello, Twilio, WhatsApp Business and Zapier.
Integration features include;
retrieve customer information
manage deals associated with your customer
track and create engagements
retrieve associated company, and more.
Helpwise pricing; standard plan is for $12 per month, additional inboxes for $49, additional help center for $19, additional automation rules for $19, twitter inbox for $19, chatbot add-on for $60 and WhatsApp inbox for $15. The packages are for small teams of about 10 people. For big teams of over 10 people, premium is $20; advanced goes for $40 with the premium features while enterprise is availed upon request.
5. SupportBee
SupportBee gives collaboration features and is an efficient email collaboration tool with an easy-to-use email interface. For example, the software allows you to assign tickets to particular agents/teams simultaneously, make comments and discuss them when necessary. Additionally, agents/ teams can freely share drafts for review before delivering them to end customers.
SupportBee has an auto-update feature that boasts lightning-fast import of incoming emails. The feature allows you to see tickets that may require urgent attention, whether answered, unanswered or archived. The software provides efficient and effort-free email collaboration.
SupportBee helps you get a good customer service journey account since it's good at scaling your customer support service.
Most of the times its challenging to share an email account for service support given the fact that the sharing model sometimes ignores individual agent preferences and provides no sense of ownership which portrays an image of ineffectiveness to customers. Such a feeling may cause customers to channel their minds; however, all that can be overcome with SupportBee’s joint inbox software.
The software provides your team with an easy-to-use interface and powerful email collaboration features. Additionally, SupportBee’s inbox is easy to set up and to use but also allows you to create teams and assign tickets to them.
SupportBee’s features;
simple workflow
draft replies
comments for discussions
assignments
five minutes’ setup
privacy controls
multiple brands
setup multiple teams
private team inboxes
automation
reports
audit trail, and more.
SupportBee’s pricing details; the starting price is $13 per feature per month, then startup goes for $15 per user per month and enterprise goes for $20 per user per month.
Integrations include; Basecamp, Trello, Asana, Clickup 2, JIRA, Teamwork projects, Pivotal tracker, Basecamp classic, Github issues, Flowdock, Campfire, Pushover, Web hooks, Slack, Insightly, Zoho CRM and more.
6. SharedBox
SharedBox is a help desk software crafted on slack and helps you administer client communication while providing support from the slack dashboard. The slack dashboard allows you to get messages, emails and tweets while collaborating on shared email and twitter accounts. In addition, sharedBox accounts have a support site that will enable users to administer and reply to client communication using either mails or any other social handles.
The joint inbox software helps to improve customer experience and satisfaction, saves time, boosts customer service team productivity and helps to put a transparent and accountable organizational culture and ease visibility for the whole operational system.
To get an effective head start for your business, you can craft routing rules, save replies for support, build a chatbot to place your lead generation on autopilot and provide more context to your interactions. SharedBox helps to make email collaboration easier since all communications are managed directly from slack. SharedBox enables easy collaboration on emails and between teams without necessarily having to share passwords.
SharedBox features include;
works in slack
email attachment support
email deliveries and opens
autoreply
custom email signature
multiple channels +sources.
Integrations include; Gmail, Outlook and more.
SharedBox pricing details; starter costs $19 per month for 5 connected accounts. Biz costs $49 for 20 connected accounts.
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