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Shared inbox software tools allow teams to share an inbox to respond to emails from the same inbox. Shared inbox tools help teams work together and are also helpful for customer support and customer service.
With a shared mailbox, teammates can freely respond to emails in the manner they want, and everyone can see incoming emails in a single mailbox. Crossing emails could originate from either individual email addresses or shared email addresses. Shared inboxes are suitable for teams since they can collaborate and respond to incoming emails without dropping into cracks.
This article has shared a list of the best joint inbox software for businesses in Rwanda.
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. Emailgistics
Emailgistics software is a team joint inbox software and management tool for Microsoft office 365. The software has workflow and analytics features that help boost productivity and quicken decision-making.
The software works with outlook, and the email keeps logged in office 365. The route emails hold agents’ attention onto their to-do work. This reduces the manual work, and emails get answered so fast. It also helps teams to get back to a customer in real-time and in a satisfactory manner. Emailgistics is used by businesses and teams that use Microsoft 365 shared inboxes in Outlook.
The software integrates with Microsoft 365 and Microsoft Outlook. The software’s automated message assignment and workflow rules direct hundreds of emails to teammates in a short while. Emailgistics’ individual agent’s folders keep the team’s duplicate efforts on email hence protecting emails from sinking via cracks. But the software allows you to get notifications before emails drop behind team standards.
Emailgistics’ pricing; each user is charged $10 per month; this is the starting price. However, there is a free trial.
Emailgistics features include;
Signature management
Shared Inboxes
Routing
Escalation
Email management
Performance metrics
Email archiving
Email monitoring
Response management
Workflow management
Queue manager
Queue management
Routing
3. Clientflow
Clientflow is a shared inbox software for client service teams. Clientflow aids you administer email conversations, tasks and timesheets on one central platform. The software puts together personal, teams’ and client communications on a single platform quickly replied to. This helps you gather all your teams’ conversations in one place. In addition, the software has a standardized approval process with customized and branded approval requests and computerizes repeat conversations with personalized message templates.
Clientflow allows teams to set up email accounts to share with team members to ensure visibility into all email conversions on one shared inbox software without switching in between different group mail accounts. In addition, Clientflow has valuable features that help group conversations move smoothly.
Clientflow pricing; the starting pricing is $19 per month for each user. However, there is a free trial version.
Clientflow integrations include; Gmail and Google workspace.
Clientflow features include;
Shared inboxes
response management
email monitoring, archiving
real-time editing
project management
chat and messaging
calendar management
traditional methodologies
idea management
signature management
video conferencing
agile methodologies
client portal
timesheet management
mobile time tracking
time tracking
agile methodologies
client portal
cost to completion tracking
recurring tasks
create subtasks
collaboration
customizable templates and Gantt charts.
4. Crisp
Crisp is a software that gives teams a human messaging experience using live chat, improving customer satisfaction. In addition, the software makes customer support easy by bringing together your customer relationship channels.
The software has a shared inbox experience that benefits clients. In addition, crisp software uses its live chat application to respond to customers’ queries fast. This is more likely to increase purchase decisions and conversions.
The free live chat feature can deliver automated messages that build good customer service that turns prospects into customers. Crisp software does contact management; however, it also offers a lot of CRM software. In addition, crisp software has features that help small businesses computerize tiresome tasks that help get deals done faster and usher in hot leads into your pipeline.
Crisp pricing; the starting price is $25 per month. However, there is a free trial version.
Crisp integrations include; Zendesk, Pipedrive, Slack, MailChimp, Salesforce, WordPress, HubSpot CRM, Facebook, WhatsApp, Telegram, Shopify, Zapier, Cloudflare, Twilio, Joomla, Facebook messenger, shift and more.
Crisp features include;
Screen sharing
Proactive chat
Offline form
Geo-targeting
Customizable branding
Canned responses
Third-party integration
Transfers
Website visitor
5. Casengo
Casengo is a smart software for competent managers. The software helps you get to where you settle, which aids in building relationships that last. In addition, Casengo is a tool that integrates Facebook Messenger and WhatsApp into your customer service platform. So you can freely respond to customers’ messages straight away through WhatsApp and Facebook Messenger.
With Casengo, you can freely switch from live chat to email; this helps resolve emails faster and better. In addition, the Casengo chatbot aids in unsettled times of social distancing. You can manage customers’ messages via emails, live chat, and WhatsApp and Facebook messenger. Often, teams experience endless searching, dragging, reassigning, and copying messages, which sometimes causes dropping through cracks. Casengo resolves such issues and puts an end to drops via cracks.
Casengo pricing details; starting price is €29 for each user per month. However, there is a free trial.
Casengo Integrations include; Drupal, Magento, Facebook messenger, Instagram, Facebook messenger, Facebook WhatsApp, WordPress.
Casengo features are;
Alerts
knowledge base
live chat
queue, a self-service portal
live chat
real-time chat and more.
6. SharedBox
SharedBox software is a tool that allows you to administer customer support and communication through slack. In addition, the software enables effective collaboration on emails, Twitter accounts and other social media platforms without having to share passwords. This is because the software connects directly to emails and Twitter accounts in use.
You can set up a shared inbox email account where you can always forward the emails. This makes Twitter mentions, DMs and incoming emails easy to connect to the shared inbox app so that the message can get delivered to the correct destination of your most preferred slack channel.
It’s easy to review work done by teams and respond quickly without needing a lot of time. SharedBox accounts are set up with a support site where users can send and manage customer requests. In addition, you can have several emails, and Twitter accounts on your slack workspace.
SharedBox pricing; starting price is $19 per month. However, there is a free trial version.
Integration for SharedBox includes; Microsoft 365, slack, Twitter, google workspace, Microsoft Outlook and Gmail.
SharedBox features are; email monitoring, response management, shared inboxes, signature management, denylisting and more.
7. Helprace
Helprace is software that builds strong teams and makes happy customers. The software is a help desk that does customer support offers integrated tools to provide excellent customer service. The services include; ticketing, email management, customer community, feedback, document and knowledge base.
Helprace pricing; starting price is $9 per user per month, the helpdesk is $18 per user per month, and complete is $27 per user per month. Costs for community and feedback, docs, KB, and tickets are the same.
Helprace Integrations include; Google analytics, WordPress and Facebook.
Helprace features include;
Email integration
self-service portal
performance metrics
knowledge base
360-degree feedback
analytics
ticket management
service level agreement
a self-service portal
real-time chat
survey management
network monitoring
multiple brands
multiple channel communication
known issue management
knowledge base
interaction tracking
incident management
workflow management
feedback collection
complaint monitoring
IT asset management.
8. Chili Piper
Chili Piper helps revenue teams turn leads into qualified and hot leads faster. Chili piper has a set of automated scheduling tools that help convert leads more quickly. In addition, chili piper has a concierge product that gives simple ways for leads to book meetings or schedule phone calls when forms are up on the website.
Chili piper manages more efficiently and adequately using smart rules to qualify and allocate prospects to sales representatives at the right time. In addition, chili piper allows businesses to automate opportunities lead handoff from SDR to AE and book meetings from marketing campaigns and live events.
Chili piper’s service users include; Square, Twilio, Spotify, Forrester. In addition, the software creates a good experience for leads which increases conversion.
Chili piper pricing details; the starting price is $25 per user per month.
Chili piper Integrations include; Go To meeting, zoom, Salesforce, Microsoft Outlook, Gmail, HubSpot marketing hub, Google calendar, Google workspace, Zapier, Pardot, Wufoo, Intercom, Outreach, Market, Salesloft, Frontspin and more.
Chili piper features are;
Call management
territory management
meeting management
lead management
contact management
notifications
appointment scheduling
automated scheduling
calendar management
room booking management
real-time scheduling
online scheduling
multi-location
meeting room booking
group scheduling
automated scheduling
calendar management
employee scheduling.
9. TeamInBox
With TeamInBox working together with SharedInBoxes has been made simpler. The software allows you to build shared inboxes for teams to comfort operating in a transparent workspace. TeamInBox keeps you updated on what is happening within your team. The software allows you to connect email addresses from team members so that each team member gets to see each shared conversation.
The software allows you to do good collaborations all in one centralized place. In addition, TeamInBox enables you to have a clear space by snoozing threads of less value assigning and archive threads. This creates a satisfying empty inbox and clear workspace for you and your team.
TeamInBox reduces double tasking, in which teammates do not know who is working on what. TeamInBox creates a shared inbox whereby each can follow up and see what is being done and by who. TeamInBox streams lines conversations and communication.
TeamInBox pricing; starting is $10 per month and $8 if billed yearly. The price is for 3-5 users; however, if the users are above 5, an extra $4 for each additional user is added per month. However, there is a free trial available.
TeamInBox integrates with Zoho mail only.
TeamInBox features include;
queue manager
signature management
response management
shared inboxes
blacklisting
email archiving
routing
email monitoring
data recovery
spam blocker.
10. Kayako
Kayako is a software application based in the United Kingdom. The software does training through documentation, webinars and live chat online. Kayako software is a SaaS software that offers online, business hours and 24/7 live support.
Kayako is a customer service software with features like; assignment management, dashboard, escalation management, issue auditing, knowledge base, task management, issue scheduling and project management.
Kayako pricing; starting price is $9 per user per month. However, there is a free trial version. Some competitor software products to Kayako include Aisera AI Customer Service, Vision Helpdesk, and Salesforce Service Cloud.
Kayako integrates with many applications and tools, including Pipedrive, Keap, Constant contact, Revamp CRM, Routee, Stripe, Google Analytics, Salesforce, WordPress, Slack, Zoho CRM, HubSpot, Dropbox, Trello and more.
Kayako features include;
escalation, knowledge base, live chat, document storage, customizable branding, automated routing, service portal, dashboard, license management, asset tracking, interaction tracking, IT asset management, email integration, geo-targeting, canned responses, issue auditing, escalation management, dashboard, assignment management, project management and more.
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