Help Scout’s reporting tools help you turn a stream of customer conversations into usable insights. Use your support conversations to create a better business
Use Help Scout to apply tags and create workflows to automate common tasks. Your customer service team members are most valuable when they’re spending time understanding your customers’ problems and solving them - not when they’re clicking around in a messy inbox sorting emails. Save time and effort with workflows, tags, and saved replies
Price: Free for current Google Workspace users. However, as with above, it doesn’t cost anything additional, so it can be a good option for small teams that are just getting started delivering support. Very similar to Outlook’s shared mailbox, Google Collaborative Inbox lets teams set up a shared folder from their standard email client.Īgain, since it’s not built as a shared inbox tool, there aren’t any additional features offered beyond what is available in Gmail already.
Google Collaborative Inboxīest for very small teams that are already using Google Workspace. Since it’s not really a tool built for customer service, it doesn’t have any features geared toward delivering support, but for teams already using Outlook, it doesn’t come at an additional cost. Essentially, it’s an email folder you can invite multiple people to use. If your team is using Outlook and needs basic shared inbox functionality, creating a shared mailbox in Outlook may be a good choice. Help Scoutīest shared inbox for providing customer support.īest for very small teams that are already using Outlook.
If it’s time for your team to upgrade to a shared inbox, start your search by comparing the seven shared inbox tools below. The first time any of these situations arise, it may be time to start looking at shared inbox options. These are all meaningful clues that your team is in need of a better solution. There is no easy way to assign things to specific users or add notes and comments without forwarding emails to different teammates.
Instead of forcing your email into a role it was never designed for, consider the benefits of a shared inbox tool - software deliberately created to enable great customer service. As your company and support volume grow, they often create more problems than they solve, leaving employees frustrated and customers itching for a better experience. However, it’s important to remember that distribution lists and shared mailboxes aren’t built for customer service.
After all, it’s simple - everyone knows how to use email - and it’s inexpensive. When your business is small and you have a low volume of support requests, using a distribution list or shared Gmail or Outlook mailbox may be an effective way to handle customer service.