8 Email Support Software Solutions Today

8 Email Support Software Solutions Today

Discover what the best email support software is. Learn what email software would be ideal for your team.

sanjana

February 7, 2024

9 mins read

Looking for email support software for your team? Wondering what are the best email management platforms that customer support teams use?

Despite being the oldest of all, email stands tall as a preferred customer service channel. However, managing customer inquiries would be a mess without appropriate email support software.

Thankfully, there are plenty of various email management software tools that can help. Unfortunately, choosing the best one can be quite a task. All of them are great, after all.

Well, that’s why we wrote this guide – to help you choose the best email software for your support team.

Before we get to that, though, let’s cover some important stuff.

What is email support software?

Imagine: You are burdened with too many support requests. And more just keep flowing in.

Some of them are for you, while others are to be sent to someone else, say a person from the marketing department. Some need to be tagged as urgent, while others can wait. Some require escalation, while others could be dealt with by directing the customer to the knowledge base. 

There is just too much to do from a single inbox. And it is just chaotic.

The result: delayed responses, lack of proper resolution, and bad customer experiences. 

This is where email support software comes in. They save your customer service team the embarrassment of delivering a bad customer experience.

An email support software is a platform designed to streamline and enhance the process of providing customer support and managing communication with customers through email.

The 8 best email support software

We have done the work for you and come up with the eight best email management software solutions for your business. Choose the one that fits right into your world of customer support interactions!

1. Keeping

Keeping is a help desk that works right inside your Gmail. It’s like Gmail but with extra tools, and that’s exactly what teams using email for customer support need.

The best email support software for customer service.

With Keeping, you get everything necessary to provide great customer service. It includes features like assigning tasks to agents, built-in reports, tracking customer history, and managing assignments.

You can label tickets with tags like “order processing” or “after-sales” and set priorities for urgent and less urgent requests. You can also create and share knowledge bases with your team to answer questions faster.

You can use private notes for discussions with team members, without forwarding emails. It also works with Shopify to check order status and connects with other apps like Slack through Zapier.

2. Hiver

Hiver is a customer support tool that makes managing support emails super easy. Instead of making your team switch between different apps, it works right inside Gmail. This means you can use your familiar email platform as a helpdesk without any complicated setup or learning curve.

Hiver support software for customer support.

With Hiver, you get a knowledge base for self-help, Hiver Chat for live chat with customers, and Hiver Mail for handling emails efficiently. All of these features make your customer service smoother and better.

Hiver also helps you easily assign emails to the right team members and keeps everyone updated with real-time notifications. You can use tags to organize emails based on issues, departments, urgency, or anything that works for your business. Plus, it offers analytics to track how quickly you respond to emails, resolve issues, and measure customer satisfaction.

3. HelpScout

Help Scout is great for small teams on a budget and short on time to learn a new app. It helps manage emails and live chat in one place, so your team can handle all support in one queue. You can also make a shared knowledge base to help customers find answers.

Screenshot of Helpscout email support platform.

It comes with pre-made reports to track your team’s performance. Help Scout has different plans and options to add features, and you can even create your own plan based on your team’s size.

Customer service teams can use saved replies to make canned responses for agents. Other features like collision detection show if a colleague is already working on a support ticket to avoid confusion.

To build better customer relationships, you are provided with customer profiles with past interactions and data. Just like the other customer service email software in our list, HelpScout also lets you automate repetitive tasks by organizing, assigning and escalating customer conversations.

4. HelpSpot

HelpSpot is a service email management software created for teams making the shift from regular email accounts. This customer service software is designed to function similarly to the email platforms your teams are already comfortable with.

HelpSpot also allows you to connect numerous email accounts, enabling you to handle support requests from various email addresses.

Helpspot software.

In the central inbox, agents can choose which emails they want to take care of. Once they do, these customer emails move out of the central inbox and into the agent’s list of tasks.

Instead of writing a new email response for every customer request, you can save your team’s email templates and helpful articles in HelpSpot. This helps in responding faster and keeping email replies consistent.

HelpSpot also lets you create a self-service portal where you can put all your team’s helpful guides and FAQs on your website. Various customer satisfaction metrics can also be tracked with Helpspot’s analytical features.

5. ZohoDesk

Zoho Desk is a standout in the market for customer service email management software for businesses because it can easily adjust to different business requirements. Being a part of the comprehensive Zoho suite of productivity tools, it smoothly integrates with a wide range of Zoho apps and also works well with third-party software.

ZohoDesk email software.

You can provide support across multiple channels all in one place, making it convenient for your customers to reach you through their preferred methods. With the help of Zia, the AI assistant, you can take proactive steps to reduce support tickets, analyze customer feelings, and pinpoint areas where there may be issues.

With a quick look, you can see the past interactions between an agent and a customer. Plus, the status bar at the bottom of the window displays the current situation and suggests possible actions to solve a problem.

You can also share alerts with both your support agents and customers to ensure everyone stays updated and informed. Integrating your company’s help desk platform with Zoho CRM and other important third-party apps is also available with this customer service email management software.

6. Gmelius

Gmelius is a customer service software that works inside email to replace messy google groups and shared email accounts by a shared inbox.

Gmelius email support platform for customer support teams.

Gmelius has some unique features, one of them being the robotic process automation. With this automation tools you can create sequences and drip campaigns. This customer service software also comes with various team collaboration features like shared gmail labels, shared email drafts, email delegation, collision alerts and permalinks.

With Gmelius, you can also create custom views, email tags and a recent conversations widget. Lastly, reporting and analytic features to track the customer satisfaction metrics is also available with this customer service email software.

7. HappyFox

HappyFox is a customer support tool that makes it easier for businesses to assist their customers effectively. It does this by organizing customer inquiries, automating responses, and providing useful features like a ticketing system, self-help options, and forums.

HappyFox email software for support.

With HappyFox, you can sort emails from sources like Gmail and Outlook into different categories, like support, sales, or marketing, and turn them into actionable tasks. It also helps you keep track of your responses in a clear timeline, showing the status and history of each customer request.

One handy feature is “Smart Rules,” which allows you to automate responses to common questions or issues based on specific conditions you set. HappyFox also provides helpful metrics like the number of incoming emails, response times, and resolution times, so you can make informed decisions in real-time.

8. Front

Front is a customer service operations platform designed to support customer service teams with inbox management tools.

Front email app for support.

It enables users to operate from a shared inbox and their individual email addresses, promoting collaboration among team members when handling customer messages. You can set up custom workflows without the need for coding, simplifying the assignment and escalation of tickets.

Front adopts an omnichannel approach to customer interactions, allowing users to oversee all communication channels within a unified interface.

Customer profiles are readily available alongside their messages, granting customer support agents access to previous interactions and account details. Managers can leverage analytics to monitor team performance and ensure that service level agreements (SLAs) are consistently met.

Must haves in an email support software

Ready to select the email support software solution for your business? Take a look at these must haves when choosing one.

Email assignment

An email management software is incomplete without this feature. Team collaboration wouldn’t work smoothly without ticket assignment.

Assigning emails to agents in a customer support email platform.

The entire team can easily assign emails to the most appropriate agent based on the issue. You can also set up automated workflows in the Keeping shared inbox to handle ticket assignments automatically.

Collision detection

Without the collision detection feature, your agents could work on the same customer requests—leading to confusion. Collision detection ensures that multiple support agents do not accidentally respond to the same customer inquiry simultaneously. It helps prevent duplicate responses and enhances the efficiency of support teams. Worry not, because Keeping does offer this feature!

Detecting potential collision among customer support agents in an email platform.

Status tags

Status tags or labels allow customer service teams to categorize and track the status of emails. Tags can indicate whether an email is open, pending, resolved, or requires follow-up. They help in organizing and prioritizing customer inquiries.

Ticket status tags in a customer support email platform.

With Keeping, you can manage customer requests by putting status or priority tags on the customer queries.

Private notes

When working on customer requests, your team members might need to communicate outside of the customer conversations. This is where private notes come in.

Agents sharing private notes in an email platform for customer support.

Private notes are internal comments that support agents can attach to email threads. These notes are not visible to the customer and can be used for internal communication among support team members, sharing additional information, or discussing strategies for resolving customer queries.

Shared templates

It is common for customer service agents to receive the same type of queries. Shared templates enable support teams to create predefined email responses for common customer inquiries or issues. This feature saves time and ensures consistency in responses, as agents can quickly access and use these templates when needed.

Sharing templates across all customer support agents to use in an email platform.

With Keeping customer support software, create your own shared templates and insert them whenever you want within a few clicks!

Confirmation receipts

There’s no better to comfort an agitated customer than with confirmation receipts. Confirmation receipts acknowledge that an email has been received and is in the queue for a response. They provide customers with reassurance that their inquiry has been acknowledged and will be addressed.

Receipt confirmation in an email platform for support agents.

Keeping lets you set up confirmation receipts and effectively manage customer queries! An added bonus is that you can customize your confirmation receipts as well!

SLAs

Your service email management software must let you set up SLAs (Service Level Agreements) that have to be kept in mind by the customer support team. SLAs define response and resolution timeframes for customer emails. It’s crucial for tracking and meeting service commitments and ultimately driving customer satisfaction.

Workflow automation capabilities

79% of businesses consider automation necessary in their customer experience strategy. Naturally, your service email management software must provide it.

Workflows that allow agents to process tickets faster.

Automation capabilities streamline repetitive tasks. The right email management software should offer automation features like routing emails to the right agents, auto-assigning tags or statuses, and triggering follow-up actions based on predefined rules.

Reporting and analytics

You need to track how the customer service team is performing and whether customer satisfaction has been achieved or not. To track these performance metrics your service email management software must provide reporting and analytics.

Reporting in an email support platform.

These features provide insights into email support performance. The support team can analyze metrics like response times, resolution rates, customer satisfaction, and workload distribution to make data-driven decisions and continuously improve their processes.

Third party integrations

Integration with third-party applications and services is essential for seamless workflow. This includes integrations with CRM systems, knowledge bases, live chat tools, and other customer support software to provide a holistic customer service experience.

Wrapping Up

We’ve talked all about email support software solutions, but Keeping can be the perfect match for your business.

Keeping has been designed for specific team members that work in rapid pace customer support environments. If your primary support channel is email, Keeping is the right solution. Keeping is built on top of Gmail with a user friendly interface and quick set up.

Keeping comes with all the features you need to deliver excellent customer service and derive long term customer satisfaction. If you’re a growing business looking for compact yet robust customer service email management software, check out Keeping today!

sanjana

Sanjana Sankhyan is a freelance writer who specializes in delivering data-driven blog posts for B2B SaaS brands. She helps businesses attract more audience and sales with her writing. If not writing, you’ll find her helping other freelancers improve their work. Find her on LinkedIn or Twitter.

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