Handling team emails can be challenging, particularly when balancing customer interactions and incoming messages. This is where shared inbox software comes in handy, providing features for team collaboration, email assignment, and avoiding duplicate replies. Whether you’re using Google Workspace or are part of a customer support team, this guide highlights the 10 best shared inbox tools to enhance your workflow, ranging from free solutions to those with advanced capabilities.
What is Shared Inbox Software?
Shared inbox software is a tool designed for multiple team members to collaboratively manage a single inbox. It is particularly beneficial for customer support teams, service agents, and businesses that receive a large volume of customer messages or service emails.
In contrast to traditional email systems where emails are linked to individual accounts, shared inbox tools provide the entire team with access to incoming messages, enabling collaboration on responses and the ability to assign tasks to specific members. These platforms typically feature internal comments, team chat, and task assignments, ensuring everyone stays informed without the hassle of constant forwarding or CCing.
For instance, many users of Google Workspace utilize tools like Google Groups or a Google collaborative inbox to set up a shared email inbox. However, dedicated shared inbox platforms offer more sophisticated features such as automation, internal notes, and analytics to boost team productivity.
By adopting a shared inbox solution, teams can streamline their workflow, minimize duplicate responses, and provide outstanding customer support.
Also Read : What is Shared Inbox? Exploring the Types of Email Inbox
Best 10 shared inbox software solutions
1. Desku
Desku is a powerful shared inbox software that helps businesses enhance customer conversations and boost team collaboration. It’s particularly suited for customer support teams, offering a centralized platform to efficiently manage emails, social media messages, and live chats. With its user-friendly interface and strong automation capabilities, Desku has become a favored option for customer service teams of all sizes.
Key Features:
- Centralized shared inbox functionality for managing emails and messages.
- Advanced automation tools for assigning tasks and resolving customer requests more quickly.
- Built-in team chat feature for smooth internal discussions.
- Pre-set email templates for handling repetitive tasks.
- Comprehensive reporting tools to evaluate team performance.
Pros:
- User-friendly, even for those without technical expertise.
- Strong integration options with popular CRM and project management tools.
- Includes a dedicated feature for managing internal notes.
Cons:
- Limited free plan compared to competitors.
- Advanced analytics features are available only in higher-tier plans.
Pricing:
Desku provides tiered pricing plans starting at $29 per month, with more advanced features like automation and analytics available in higher-tier options. A 14-day free trial is also offered.
User Review:
Users appreciate Desku for its clean interface and its ability to streamline team workflows, although some note that advanced features are only accessible through higher-priced plans. It’s an excellent choice for teams looking for an easy-to-implement solution for managing customer interactions.
2. Help Scout
Help Scout is a popular shared inbox tool designed specifically for customer support teams that aim to provide outstanding service. It integrates email management, automation, and collaboration features into a platform that is easy to use.
Key Features:
- Collaborative inbox with options for assigning emails and adding internal notes.
- Built-in knowledge base for addressing customer FAQs.
- Automation tools for managing tasks and workflows.
- Advanced reporting and tracking of customer satisfaction.
Pros:
- User-friendly interface that’s simple to navigate.
- Exceptional customer support from the Help Scout team.
- Numerous integrations with CRMs and chat systems.
Cons:
- Does not include a dedicated team chat feature.
- Pricing may be high for smaller businesses.
Pricing:
Help Scout’s pricing begins at $20 per user per month, with extra costs for advanced features like reporting.
User Review:
Help Scout is highly rated for its simplicity and effectiveness, although smaller businesses might find the pricing less attractive. Its key strength lies in the ability to manage customer interactions with clarity and ease.
3. Front
Front is a flexible shared inbox platform that consolidates email, SMS, social media, and more into a single interface. It aims to enhance team efficiency while ensuring a personal touch in customer interactions.
Key Features:
- Centralized platform for managing various channels, including social media messages.
- Collaboration tools such as internal comments and shared drafts.
- Customizable workflows tailored to your team’s processes.
- Comprehensive analytics and performance tracking.
Pros:
- Seamlessly manages multiple communication channels.
- Robust collaboration and task assignment features.
- Highly adaptable to different business requirements.
Cons:
- New users may face a steep learning curve.
- Pricing can be on the higher side for larger teams.
Pricing:
Front’s plans begin at $19 per user per month, with advanced features available at higher tiers.
User Review:
Front is praised for its ability to streamline team workflows, though it does require some onboarding for new users. Its versatility makes it an excellent choice for customer service teams and businesses dealing with complex communications.
4. Hiver
Hiver is a favored option for Google Workspace users, providing smooth integration with Gmail to create a genuine shared email inbox experience.
Key Features:
- Shared inboxes integrated directly into Gmail.
- Tools for assigning conversations to specific team members.
- Email tagging and internal comments to enhance communication.
- Analytics for monitoring response times and workloads.
Pros:
- No need for extra software; it operates within Gmail.
- Cost-effective plans for smaller teams.
- User-friendly, straightforward interface.
Cons:
- Does not support multiple channels.
- Advanced features are somewhat limited compared to other options.
Pricing:
Plans begin at $12 per user per month.
User Review:
Hiver is perfect for teams that already use Gmail. It is commended for its ease of use and affordability, though it falls short in advanced features like automation.
5. Gmelius
Gmelius turns Gmail into a robust shared inbox solution, merging email collaboration, project management, and workflow automation. It’s particularly popular among small businesses and teams aiming to improve customer communication without leaving their inbox.
Key Features:
- Shared inbox functionality directly within Gmail.
- Tools for assigning emails to specific team members.
- Internal notes and shared drafts for collaboration.
- Kanban boards for task management and tracking.
Pros:
- Seamlessly integrates with existing Gmail accounts.
- Offers team chat features for real-time collaboration.
- Workflow automation reduces manual tasks.
Cons:
- Limited multi-channel capabilities.
- Some advanced features require higher-tier plans.
Pricing:
Starts at $15 per user per month, with additional features available in premium tiers.
User Review:
Gmelius is well-regarded for its Gmail-centric approach and collaborative tools. Teams appreciate its simplicity, although larger businesses might require more advanced features for managing multiple channels.
6. Kayako
Kayako is a comprehensive help desk solution that features shared inbox software as part of its package. It’s perfect for businesses that handle customer interactions through various channels, such as live chat, email, and social media.
Key Features:
- Centralized inbox for emails and social media messages.
- Customer journey mapping for tailored support.
- Automation tools and conversation assignment features.
- Internal comments to enhance team collaboration.
Pros:
- Supports various communication channels.
- Excellent for tracking customer data and histories.
- Strong emphasis on customer satisfaction.
Cons:
- Higher cost compared to standalone shared inbox tools.
- May be too complex for smaller teams.
Pricing:
Starts at $30 per user per month, with a free trial available.
User Review:
Kayako stands out in providing multi-channel support and tracking customer satisfaction. However, it may be excessive for teams that only need basic shared inbox capabilities.
7. Missive
Missive merges email and team chat into a single platform, offering a distinctive shared inbox solution for businesses that value real-time collaboration among team members.
Key Features:
- Centralized inbox for emails, chats, and social media messages.
- Shared drafts and internal team chat for seamless collaboration.
- Tools for task assignment and progress tracking.
- Strong emphasis on enhancing team productivity and efficiency.
Pros:
- Integrates email and chat within one application.
- Highly customizable workflows to suit various needs.
- Compatible across mobile and desktop platforms.
Cons:
- Limited features for analytics.
- Pricing may be high for smaller teams.
Pricing:
Plans begin at $14 per user per month.
User Review:
Users appreciate Missive for its integration of real-time chat and email, though those looking for comprehensive analytics might want to explore other options.
8. ProProfs Help Desk
ProProfs Help Desk is a straightforward and efficient shared inbox solution designed specifically for customer service teams. It aims to simplify customer interactions through easy task assignments and automation.
Key Features:
- Shared inboxes for handling customer service emails.
- Automated ticket assignment and tracking.
- Tools for building knowledge bases.
- Analytics to assess team performance.
Pros:
- Intuitive user interface.
- Cost-effective pricing for smaller teams.
- Good integration options with CRM systems.
Cons:
- Lacks some advanced automation features.
- Limited options for customization.
Pricing:
Starts at $15 per user per month, with a free trial offered.
User Review:
ProProfs is favored by small businesses due to its user-friendliness and affordability. However, larger teams might require tools with more sophisticated features.
9. Helpmonks
Helpmonks is a versatile shared inbox platform designed for teams handling customer service emails. It provides tools to improve email workflows and facilitate team collaboration.
Key Features:
- Shared inbox with task assignment and tracking.
- Automation for repetitive email tasks.
- Analytics for monitoring productivity and response times.
- Support for multi-channel communication.
Pros:
- Highly customizable workflows.
- Affordable plans for growing businesses.
- Excellent for teams with varied needs.
Cons:
- Lacks advanced integrations with external tools.
- The interface may seem outdated.
Pricing:
Starts at $19 per user per month.
User Review:
Helpmonks is praised for its flexibility and cost-effectiveness, making it a solid choice for small to medium-sized teams.
10. Loop Email
Loop Email merges email and collaboration tools, offering a comprehensive platform for managing team inboxes. It’s particularly beneficial for customer support teams looking to minimize email clutter.
Key Features:
- Shared inbox with task assignments.
- Internal team chat for real-time discussions.
- Tools for adding comments directly to email threads.
- Automation for task routing.
Pros:
- Integrates chat and email for smooth communication.
- User-friendly and easy to set up.
- Cost-effective pricing plans.
Cons:
- Lacks advanced analytics features.
- More suitable for smaller teams.
Pricing:
Starts at $8 per user per month.
User Review:
Loop Email is well-regarded for its affordability and ease of use, but it may not be the best fit for teams that need extensive analytics or support across multiple channels.
How to Choose the Right Shared Inbox Software for Your Team
With numerous shared inbox tools on the market, selecting the right one can be daunting. Here’s a step-by-step guide to assist you in making the best choice:
1. Identify Your Team’s Needs
Begin by assessing your team’s workflow and the challenges you face. Consider questions such as:
- How many team members will be using the tool?
- Is multi-channel support (like emails and social media messages) necessary?
- Are you seeking basic shared inbox functionality, or do you need advanced features like automation and analytics?
2. Look for Key Features
Select software that includes features tailored to your needs. For example:
- If collaboration is essential, focus on tools that offer internal comments and a team chat feature.
- For handling repetitive emails, automation features such as email templates and task routing are crucial.
- If performance tracking is important, make sure the software provides reporting and analytics capabilities.
3. Consider Your Budget
Determine how much your business can allocate for this investment. Free shared inbox tools are suitable for smaller teams, while premium options provide scalability and advanced features for growing organizations.
4. Test Usability and Integration
Seek tools that integrate smoothly with your current systems, such as CRMs or Google Workspace. Take advantage of free trials to evaluate the software’s user-friendliness and compatibility with your team’s needs.
5. Check Security and Compliance
If your team deals with sensitive customer information, verify that the software adheres to necessary regulations and offers strong security features, including role-based permissions and data encryption.
6. Read User Reviews
Lastly, gather insights from other businesses’ experiences. User reviews can shed light on a tool’s reliability, support, and usability in practical situations.
By following these steps, you can confidently choose the best shared inbox software to enhance team productivity, streamline customer communication, and improve customer satisfaction.
Also Read : Shared Email Inbox Explained | Top 10 Shared Inbox Software Solutions
Benefits of Using Shared Inbox Software
Using shared inbox software can significantly enhance how your team handles emails and engages with customers. Here are the main advantages:
1. Streamlined Email Management
A shared inbox consolidates customer messages, allowing your team to manage emails from a single location. This reduces the confusion that arises from having email threads scattered across different accounts.
2. Improved Team Collaboration
With features such as internal comments, task assignments, and team chat, your team can stay aligned without relying on separate communication tools. Everyone is aware of their responsibilities, minimizing duplicate efforts.
3. Faster Response Times
Automation features like email routing, templates, and prioritization enable teams to respond to customer inquiries more swiftly. This leads to outstanding customer support and enhances customer loyalty.
4. Increased Accountability
By assigning tasks to individual team members, you promote ownership and ensure that emails don’t get overlooked. Features like audit trails allow you to track who responded to which inquiries, ensuring transparency.
5. Enhanced Team Productivity
Automating repetitive tasks and providing a centralized workspace allows teams to concentrate more on customer engagement rather than email management. This improves overall team performance.
6. Multi-Channel Communication
Many shared inbox solutions manage not only emails but also social media messages, live chats, and other communication channels, ensuring seamless interaction across all platforms.
7. Better Insights Through Analytics
Tools equipped with analytics provide insights into metrics such as response times, workload distribution, and team productivity, helping managers refine processes and workflows.
8. Scalability for Growing Teams
As your team or business expands, a shared inbox solution can grow to accommodate new users, manage increased volumes of customer interactions, and introduce advanced features to meet evolving needs.
By leveraging the right shared inbox platform, businesses can significantly improve both internal workflows and customer satisfaction.
FAQs About Shared Inbox Software
1. What types of businesses benefit most from shared inbox software?
Customer support teams, e-commerce businesses, SaaS companies, and small to medium-sized businesses that deal with a high volume of customer messages or need to manage team-based email workflows find shared inbox software particularly useful.
2. Are there free shared inbox software options?
Yes, there are several tools available, such as Zoho TeamInbox and Hiver, that provide free plans or trials. However, these options typically offer basic shared inbox features and may have limitations on advanced functionalities.
3. How secure are shared inbox tools for handling sensitive customer data?
Reputable platforms generally prioritize security by implementing role-based access, encryption, and compliance with data protection regulations like GDPR. It’s important to review the security policies of any tool you consider to ensure your customer data remains safe.
4. Can shared inbox software integrate with other tools?
Many shared inbox tools can integrate with CRMs, Google Workspace, project management platforms, and live chat software. For instance, Help Scout and Gmelius can seamlessly connect with existing systems to improve your team’s workflow.
5. How do these tools prevent duplicate responses?
Features such as collision detection and task assignments help ensure that only one person addresses a message at any given time. This enhances coordination and reduces the chances of multiple replies to the same customer inquiry.
Conclusion
Effectively managing team emails has become essential for providing outstanding customer support and ensuring seamless collaboration among team members. Whether you need a free shared inbox solution or a more feature-rich option, the tools listed here are designed to meet the diverse needs of businesses, regardless of their size.
Begin by evaluating your team’s workflow, take advantage of free trials, and select a tool that fits your objectives. With the appropriate shared inbox software, you can boost team productivity, simplify communication, and enhance customer satisfaction.
