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Rated the Best Customer Support Software

Winner: Best Customer Service Software, Crozdesk
Winner: Best Customer Service Software, Crozdesk
Winner: Best Help Desk Software Awards, Digital.com
Winner: Best Help Desk Software Awards, Digital.com
Winner: Bronze Stevie, American Business Awards
Winner: Bronze Stevie, American Business Awards
Winner: Great User Experience, FinancesOnline
Winner: Great User Experience, FinancesOnline
Winner: Great User Experience, CompareCamp
Winner: Great User Experience, CompareCamp
Winner: The Happiest User Award, Crozdesk
Winner: The Happiest User Award, Crozdesk
Winner: Fastest-growing Help Desk Software in Q1 2021
Winner: Fastest-growing Help Desk Software in Q1 2021
Winner:  High Performer Winter 2021 Award
Winner: High Performer Winter 2021 Award

What Is Customer Email Management Software?

Customer service email management software refers to a business application that enables businesses to manage all customer service emails from a single place. With a shared inbox, you can club multiple customer-facing inboxes and track the progress of all conversations from start to finish. Customer service agents can manage all customer requests, prioritize issues, analyze trends, and respond faster with dedicated email support software.

What is customer email management software

Why Is Customer Email Management Important?

customer email management importance

When you have just started your business, managing customer emails does not come across as a big obstacle. However, once your customers grow in number, keeping a tab on all conversations can get the best of you. With a well-streamlined customer email management process, you can:

  • Avoid customer emails from slipping through the cracks
  • Keep emails organized and reduce clutter
  • Encourage agent collaboration for faster email responses
  • Improve agent productivity and reduce costs
  • Empower customers to resolve support issues on their own

How to Manage Email for Better Customer Support

Manage emails for better customer customer support with email management tool

There is no doubt that customer expectations have sky-rocketed. So how do you manage rising expectations and communicate effectively without missing the mark? Here are some email management best practices that any customer support team can adopt today:

  • Prioritize urgent customer service emails
  • Reduce your first response time
  • Always thank customers for sharing their feedback
  • Set SLAs for effective email management
  • Leverage an email help desk software to automate your workflow

How ProProfs Help Desk Can Help You With Customer Email Management?

Share Personalized Emails
Share Personalized Emails

With our customer email management software, your agents can view all customer activities and past interactions at a glance. This helps them gather relevant context about customers and prepares them to share personalized email responses at scale.

Seamless Internal Collaboration
Seamless Internal Collaboration

Effective email management requires assistance from multiple team members. ProProfs Help Desk offers robust internal collaboration features such as internal notes so that your team can discuss emails in private before sharing a response.

Reply Faster With Canned Responses
Reply Faster With Canned Responses

Manually typing email replies can drain your team's productivity and lead to errors. With our email ticketing software for customer support, you can create canned responses for commonly asked questions and save everyone's valuable time.

Monitor Email Support Metrics & KPIs
Monitor Email Support Metrics & KPIs

ProProfs Help Desk makes it easier for support teams to measure how well they are performing and how happy customers are. You can easily monitor metrics such as email response times, email backlogs, customer satisfaction, and more.

What Else Can ProProfs Help Desk Do as a Customer Service Email Tool?

Our customer service email ticketing system equips your support team with all the tools they need to delight customers.

Custom Signatures
Custom Signatures

Create custom signatures for all your accounts and add a professional touch to every outgoing email.

SLA Management
SLA Management

Easily set SLAs for your agents as well as customers and track SLA violations to never miss a deadline.

Manage Customer Emails on the Go
Manage Customer Emails on the Go

Respond to customer service emails when you’re in the office or working from home using any device- PC, mobile, or tablet.

Easy Collaboration

Effortless internal collaboration through a shared inbox

Effortless internal collaboration through a shared inbox tool

A collaboration of multiple teams leads to a delightful customer service experience. With our email management software for customer service, you can bring all your support inboxes (such as [email protected], [email protected], [email protected], etc.) under one roof. The shared inbox feature allows agents to see who is working on what, and track customer issues, requests, or bugs. In addition to this, agents can add notes to tickets to discuss tickets internally before sharing a response.

  • Manage customer-facing inboxes
  • See who is working on what
  • Discuss tickets using internal notes

Organize Email Conversations

Prioritize, label, & assign tickets- all under one roof

Organize Email Conversations

Email support software allows customer service agents, managers, and system administrators to better organize & manage tickets. Based on the urgency of an issue, agents can mark the priority of an email as High, Normal, or Low. Moreover, you can group similar tickets together using labels and update the status of a ticket as open or closed for better organization. By creating an extensive knowledge base, you can significantly reduce your support email volume.

  • Prioritize urgent emails
  • Use labels & status
  • Reduce tickets with Knowledge Base

Automate Repetitive Tasks

Create an automated workflow to enhance productivity and save time

Create an automated workflow to enhance productivity

ProProfs Help Desk allows you to rise above manual tasks by automatically assigning emails to relevant agents. Keep agents and customers update on ticket progress with automated alerts and email notifications. With our customer service email management software, there is no need to type the same answers over and over. Simply create canned responses for commonly asked questions and respond in seconds.

  • Automated ticket assignment
  • Automated notifications & alerts
  • Canned responses

Monitor Email Support Performance

Track key email support metrics and measure customer experience

Monitor Email Support Performance

Our email customer service software enables managers to track individual as well as team performance. Timely ticket assignment, workflow rules, and SLAs ensure not a single email conversation can slip through the cracks. Moreover, with ProProfs Help Desk, you can share CSAT and NPS surveys with customers, capture customer feedback instantly, and improve the customer experience.

  • Track individual & team performance
  • Measure CSAT & NPS
  • Set & track SLAs

Features

  • Track Tickets Track Tickets

    Never lose a ticket again, always know who is working on what.

  • Prioritize Tickets Prioritize Tickets

    Make sure the most critical tickets get solved first.

  • Solve Tickets Solve Tickets

    Canned responses & knowledge base make it easy to solve tickets.

  • Share Knowledge Share Knowledge

    Customers love self-service knowledge base resources.

  • Instant Support Instant Support

    Allow customers to chat with you right on your website.

  • Train Agents & Customers Train Agents & Customers

    Train customers & agents with online training courses.

  • Simple & Easy Simple & Easy

    For all skill levels. No software download or HTML skills needed.

  • Access Anytime, Anywhere Access Anytime, Anywhere

    View & access support tools on laptops, tablets, or smartphones.

  • Scalable Scalable

    A robust solution that can scale with you as your business grows.

Testimonials

  • Everyone should give it a try!
    I love ProProfs user experience. The interface is easy to use yet packed with powerful settings.
    Daniel Stein
    Professor Daniel Stein,

    Director of Technology Initiatives, Touro College

  • Excellent Customer Service!
    ProProfs support is one of the best I have experienced. They truly care about their customers and deliver resolutions fast.
    Bill Wisell
    Bill Wisell,

    Health Licensing Coordinator, Nebraska Department of Human and Health Services

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Awards & Press

Winner: Best Customer Service Software, Crozdesk
Winner: Best Customer Service Software, Crozdesk
Winner: Best Help Desk Software Awards, Digital.com
Winner: Best Help Desk Software Awards, Digital.com
Winner: Bronze Stevie, American Business Awards
Winner: Bronze Stevie, American Business Awards
Winner: Great User Experience, FinancesOnline
Winner: Great User Experience, FinancesOnline
Winner: Great User Experience, CompareCamp
Winner: Great User Experience, CompareCamp
Winner: The Happiest User Award, Crozdesk
Winner: The Happiest User Award, Crozdesk
ProProfs Help Desk Software Capterra Review
ProProfs Help Desk Software SoftwareSuggest Review
ProProfs Help Desk Software FinancesOnline Review
ProProfs Help Desk Software G2Crowd Review
ProProfs Help Desk Software SaaSGenius Review
ProProfs Help Desk Software CrozDesk Review
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