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?

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:

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

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:

  • tick ProProfs chat tick Prioritize urgent customer service emails
  • tick ProProfs chat tick Reduce your first response time
  • tick ProProfs chat tick Always thank customers for sharing their feedback
  • tick ProProfs chat tick Set SLAs for effective email management
  • tick ProProfs chat tick 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

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 support@, info@, contact@, 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.

  • tick ProProfs chat tick Manage customer-facing inboxes
  • tick ProProfs chat tick See who is working on what
  • tick ProProfs chat tick Discuss tickets using internal notes
Effortless internal collaboration through a shared inbox tool

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.

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

Automate Repetitive Tasks

Create an automated workflow to enhance productivity and save time

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.

  • tick ProProfs chat tick Automated ticket assignment
  • tick ProProfs chat tick Automated notifications & alerts
  • tick ProProfs chat tick Canned responses

Monitor Email Support Performance

Track key email support metrics and measure customer experience

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.

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


  • 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

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


  • "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

ProProfs is a Recognized Leader in Customer Support

Press & Ratings

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