The 13 Best Shared Inbox Tools to Help Manage Team Email

大多数企业通过他们很容易接触general email address -- something like info@ or support@. Having one single point of contact works great from the customer perspective because it streamlines the process of getting in touch with a business.

这对企业也很棒，因为它将通信集中到一个地方。但是，借助左右传入的服务请求，收件箱很容易变得混乱和混乱。此外，当许多人在共享的电子邮件收件箱中工作时，很难知道谁回答了什么，是否已经解决了问题或紧急电子邮件。

Ultimately, it's too easy for emails to slip through the cracks, which can lead to disappointed customers and potentially churn. Enter shared inbox tools -- software that allows multiple people to access one single inbox while helping them stay productive and collaborate efficiently. The outcome is better team organization, which ultimately means less customer frustration.

What Is Shared Inbox Software?

A shared inbox is an email inbox that multiple users can access and uses an email alias like support@ or info@. Usually, these inboxes aren't owned by one single person – instead, they're managed by a team. For example, the whole customer support team will have access to support@ and be responsible for making sure those emails get answered promptly.

Why You Need Shared Inbox Software

Managing an inbox is relatively easy when there's only a small number of people, but as your business scales, the chances for miscommunication increases. Ever had an email go unanswered, only to realize it days later?

鉴于此，收件箱混乱是客户支持团队的最大痛苦之一。它会导致诸如错误的电子邮件，被遗忘的对话，重复的响应以及向错误的人发送电子邮件之类的问题。当几个人在共享收件箱上工作时，犯错很容易，这使您的整个客户服务工作流处于危险之中。

A customer service collaborative email inbox provides a solution that helps teams work together effectively, allowing all the information to be available within a single location.

共享收件箱软件功能bob电竞官方下载

Below are a few of the specific capabilities most shared email inbox tools are comprised of.

1. Group Email Management

轻松管理诸如支持@和info@之类的电子邮件地址的选项是所有共享收件箱软件的核心功能。bob电竞官方下载可以在中心位置访问您的所有共享收件箱，而无需登录其他帐户或在屏幕之间切换，您的团队可以更快地做出响应，并防止电子邮件掉入裂缝。每个人都知道自己负责的内容，避免重复答复和放弃的电子邮件。

2.碰撞检测

Collision is that uncomfortable moment when you realize that two people on your team replied to the same customer twice and gave them different information. With a collaborative customer service email, you can prevent this scenario by assigning incoming tickets to agents. To avoid confusion, tickets can be assigned through routing rules or by having agents manually assign themselves inquiries at the top of the ticket queue.

3. Automated Emails

The majority of shared inbox tools allow you to use macros and canned responses. Especially for simple customer queries, they can help your team deliver faster responses so they can focus on making your customers happy. Canned responses also help your team's consistency and correctness by using proven answers from your shared inbox.

4. Internal Discussions

Using internal notes to embed important information directly into each email is not only a time-saver, but it's essential if you want to deliver personalized replies to your customers. All relevant information will be visible for your team, simplifying the entire process. That's why most shared inbox tools allow you to talk to teammates using internal comments in the original email, instead of forwarding or replying-all.

5. Insights and Analytics

While not all shared inbox tools on the market offer analytics, it's definitely a nice feature to have. Tracking email response times and performance can help you stay on target, decide whether you need to hire more help, and find out which areas you need to improve to meet your ultimate goal of delighting customers.

1.HubSpot

支持的电子邮件收件箱：Gmail，Office 365和其他电子邮件客户端

HubSpot的CRMis one of the leading CRM apps on the market. By signing up for this free CRM, you get access to theconversations tool, which includes the ability to connect your team email aliases to a shared inbox. By linking your email aliases to the shared inbox, you'll connect your sales, marketing, and customer service teams to one place so they can view, manage, and reply to all conversations.

Part of delivering great customer support is having all the information you need at hand. Because team email is integrated within HubSpot's free CRM, your team will have immediate access to contact information and can craft effective, personalized responses.

HubSpot also features free productivity tools that quickly give your customers the answers they need using templates, canned responses and documents – without ever leaving your inbox. Check out that feature in the image below.

Why We Recommend This Tool

• All email aliases are grouped in one collaborative inbox for seamless communication.
• Templates for quick responses.
• 与HubSpot CRM集成，因此您可以在答复之前访问所有客户信息和历史记录。

2.Outpost

支持的电子邮件收件箱：Gmail，Office 365和其他电子邮件客户端

Outpost is a shared inbox tool built for small teams so you can work with general inboxes no matter which email provider you use. The tool also features internal notes that can loop in teammates and reduce the number of emails you send between reps. Outpost's collision alerts will help you see who's working on an email, preventing two people from replying to the same message. You can see how that feature works in the image below.

Why We Recommend This Tool

• The conversation lock tool ensures that team members don’t work on the same emails and send duplicate information to customers.
• Team members can collaborate behind the scenes and exchange notes about how to best respond to customer communications.

3.Helpmonks

支持的电子邮件收件箱：Gmail，Office 365和您自己的服务器的转发电子邮件

Helpmonks是为数不多的shared inbox tools that allows you to host on your own server while having access to basic features like internal notes, email assignment, auto-tagging, and automated responses. The tool includes data-storing capabilities that extend your shared inbox into a full-featured CRM. It's a budget-friendly option and one of the few apps that have no user limit on their basic plan, which makes it a safe choice for organizations of any size.

Why We Recommend This Tool

• Automated triggers label, sort, and assign conversations to different teams based on their content to organize emails and eliminate the chaos of shared inboxes.
• Multiple reps can work within the inbox at once, and built-in collision protection ensures that they don’t work on the same emails.

4.Kayako

Supported Email Inboxes: Gmail, Office 365

Kayako is a feature-rich help desk that also offers a shared inbox tool. The shared inbox tool focuses mostly on unifying your customer's interactions across email, Facebook, Twitter and live chat channels while keeping all of the conversations organized and accessible. With Kayako you can also gain insights oncustomer satisfactionand first reply time.

Why We Recommend This Tool

• House all customer conversations across different social channels in one collaborative inbox for seamless customer support.
• Collaborate behind the scenes in chat to ask questions and ensure customers receive the most relevant information.
• Automatically assign emails based on their content.

5.ClientFlow

Supported Email Inboxes: Gmail

ClientFlow works a lot like an email client, but adds an extra layer of project management that's centered around helping client service teams. Its simple interface makes managing your client communication, approval, and time tracking very easy.

Why We Recommend This Tool

• Assign conversations to specific teams based on their expertise to log in and quickly navigate to the emails that are most pertinent to them.

6.Front

Supported Email Inboxes: Gmail, Office 365

A popular shared inbox software, Front focuses on saving time by managing your accounts in one place. You can respond to emails, SMS, Facebook, Twitter, and live chat, all within the app, giving customers a better experience no matter where they reach out from. Another handy feature is the ability to edit an email as a team, like with Google Docs. This promotes team collaboration while preventing duplicate responses.

With Front you can also connect your inbox to more than 50 apps, ranging from Asana toHubSpot.

Why We Recommend This Tool

• Easy collaboration when you tag people in email comments to ask clarifying questions or gain context.
• Integrates with your preferred CRM and different business apps to add more flexibility to your processes.

7.Missive

Supported Email Inboxes: Any Email Client

Missive is not exactly a shared inbox tool, but rather a full email client. The company's philosophy is, "the email part of the application needs to be so good, that users want to consume all their email accounts in it."

With that in mind, Missive displays all your email accounts, including your private accounts. Missive supports all email setups so you can manage team inbox, as well as Facebook, SMS and Twitter, accounts from a single place.

Why We Recommend This Tool

• Eliminate the confusion that comes from sorting through emails by assigning conversations to the correct teams based on their content.
• 支持团队可以轻松在电子邮件评论中进行合作。

8.Hiver

Supported Email Inboxes: Gmail

如果您将Gmail用作电子邮件客户端，那么Chrome Extension Hiver可能是您团队的不错选择。Hiver可以让您从Gmail收件箱中管理和协作在共享的收件箱上进行协作，这意味着一个低学习曲线，因为您保持原始收件箱接口。

It also features typical shared inbox capabilities, like automation, tags, internal conversations, and email distribution.

Why We Recommend This Tool

• 轻松委派任务并跟踪电子邮件进度，以确保客户及时获得所需的帮助。
• Comment, chat, and share notes with teams without leaving the app for seamless processes.

9.Helprace

Supported Email Inboxes: Gmail

Helprace is aticketing systemwhich also offers shared inbox capabilities. On top of basic features like internal notes or tags, you'll be able to route tickets automatically based on a sender's user group, organization, or other attributes. Helprace also allows you to customize your responses so they look like emails to your customers. Or, if you want something different, use the visual editor to create a custom design.

Why We Recommend This Tool

• Create four channels within your shared inbox (questions, ideas, problems, and praise), so support teams can easily understand the type of action required and get the resources they need before replying.

10。Helpwise

Supported Email Inboxes: Gmail, Helpwise servers, and forwards emails from your own server

Helpwise不仅共享收件箱邮件also SMS messaging, WhatsApp, live chat, and social media. There's no shared emails involved; instead, each user gets their own -password, which makes it a great option for security. In addition, it allows you to collaborate with other team members in real-time with chat functionality and assign or tag messages to the correct team member. Lastly, with built-in collision detection, you'll never have another duplicate-email situation. It also has a number of集成so that you can get the most out of it.

Why We Recommend This Tool

• Seamlessly access conversations with customers across your different support channels, from SMS to email to WhatsApp to social media.
• Integrates with your preferred business tools to help teams get the context they need about a customer before replying.

11.帮助侦察

Supported Email Inboxes: Any Email Client

帮助侦察emphasizes their shared inbox tool but they're a full service platform complete with knowledge base and live chat for your site. With this tool, your team will be able to see all activity for a contact, including saved replies and private notes. It is built for speed and efficiency, so the UX is streamlined, and there are powerful automated actions that reduce the time reps spend on each task. Best of all? Itintegrates with HubSpot.

Why We Recommend This Tool

• Create automatic replies to queries with certain subject lines to answer basic support questions and allow support teams to focus on high-touch issues.
• 提及的工具使您可以在门票中标记其他代理商，以将他们的注意力引起相关问题。

12.Cerb

支持的电子邮件收件箱：从您自己的服务器发出电子邮件，并使用Zapier连接电子邮件客户端

Unlike some out-of-the-box solutions on this list, Cerb markets itself as a fully customizable workspace where you can build collaborative workspaces. The shared inbox includes notifications, calendars, project boards, and community portals. It also comes with webhooks, plugins, APIs, and more to streamline your workflow.

Why We Recommend This Tool

• 高度可定制的协作电子邮件收件箱，可帮助您最好地为客户提供服务。
• 项目管理工具（例如平均响应时间和日历）简化团队工作流程。

13.DragApp

Supported Email Inboxes: Gmail

Dragapp是一个共享的工作空间，它拥有“团队完成工作所需的一切”。该软件有三个主要组成部分：共享收件箱，用于协作工作流程的任务管理工具以及用于协bob电竞官方下载作的内部团队聊天。目的是在有效地为客户服务时减少电子邮件和任务之间的差距。共享收件箱附带活动日志，电子邮件分配和注释，共享草稿，碰撞检测和自动化工作流程。

Why We Recommend This Tool

• Project management-esque boards allow you to create columns within your Gmail inbox. that separate emails by content so support teams can visualize their workload and easily identify the conversations that relate to them.

共享收件箱如何帮助您的客户服务团队

Don't let a disorganized shared inbox get in between you and your customer. With so many helpful tools available, there's no reason to keep doing things the traditional way. You'll risk losing conversations, waste time figuring out what's going on and ultimately, fail to provide effective email support.

Whether you're communicating with customers via Gmail, Outlook or Social Media, using a shared inbox software will save you time by streamlining all communication into one inbox. Even a simple shared inbox software will empower your team – enabling every member to collaborate and respond to emails in an organized and timely manner.

Editor's note: This post was originally published in June 2019 and has been updated for comprehensiveness.