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.
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:
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:
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.
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.
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.
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.
Create custom signatures for all your accounts and add a professional touch to every outgoing email.
Easily set SLAs for your agents as well as customers and track SLA violations to never miss a deadline.
Respond to customer service emails when you’re in the office or working from home using any device- PC, mobile, or tablet.
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.
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.
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.
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.
I love ProProfs user experience. The interface is easy to use yet packed with powerful settings.
Director of Technology Initiatives, Touro College
ProProfs support is one of the best I have experienced. They truly care about their customers and deliver resolutions fast.
Health Licensing Coordinator, Nebraska Department of Human and Health Services