Quick Summary
- By centralizing team messages, shared inbox software helps everyone keep on top of conversations and avoids missing responses.
- Look for products that offer automation and interface with your existing systems. It will improve your workflow and save time.
- Select software that is easy to use seamlessly integrates, and grows to meet the demands of your workforce. Making the right choice will improve communication and enhance development.
Modern customer conversations happen across email, social media, chat, and support tickets. When teams handle these discussions from separate inboxes and tools, important messages get missed, and response times suffer.
In fact, 77% of customers hate repeating themselves when talking to different team members across these channels.
Shared inbox software brings all customer communications into one collaborative workspace where teams can assign, track, and resolve conversations efficiently. To help you choose the right shared inbox software for your team, we’ve handpicked the top ten tools in the market.
Tools with customized automation and reporting features should be given priority when selecting shared inbox tools. These features have the potential to greatly improve workflow efficiency, shorten reaction times, and offer useful insights. To ensure a smooth transition and increased team productivity, choose software that works well with your existing systems.
We have chosen these top shared inbox solutions based on their core features, value for money, integration capabilities, user experience, and customer reviews. Our evaluation focused on tools that work well for diverse team sizes and industries. We don’t have any bias or affiliation with any of these tools.
Our selection process for [Shared Inbox Software] is conducted by carrying out thorough research and scrutiny. These tools are selected based on usability and satisfaction factors, which include features, ease of use, ratings, and reviews from SoftwareSuggest, G2, and Capterra. We are committed to helping businesses make informed decisions to enhance their operational efficiency and productivity.
1. ControlHippo
ControlHippo is one of the best shared inbox software that offers a feature-rich shared inbox solution intended to improve teamwork and communication. Teams can handle incoming messages more effectively since it centralizes all client contacts.
ControlHippo increases customer satisfaction and response times with features like automated ticketing, response templates, and analytics. It is a useful tool for companies and every team member trying to improve their customer service processes due to its integration features, which enable smooth communication with CRM systems.
- Inbox management
- Interaction tracking
- Customer database
- Multi-channel communication
- Customer tracking
- Live chat
Pros
- Manage multiple chat apps seamlessly in one platform.
- Track attendance even without an internet connection.
- Intuitive design ensures ease of use and navigation.
Cons
- Limited integrations; more options would enhance ControlHippo's functionality.
- Occasional system bugs cause frame drops during usage.
Pricing
- Bronze: $20/user/month
- Silver: $28/user/month
- Gold: custom pricing
- 10-day free trial
*Pricing accurate as of: 09-12-2024
2. Help Scout
Help Scout is a shared inbox solution with a focus on the customer that aims to improve the support experience. It provides an easy-to-use interface that enables teams to effectively handle client inquiries. With features like chat labeling, collision detection, and automation, Help Scout makes it simpler to monitor ongoing discussions. Additionally, it offers strong analytics and reporting capabilities that support teams in tracking results and raising customer satisfaction.
- Autoresponders
- Workflow management
- Support ticket tracking
Pros
- User-friendly interface simplifies email management for teams.
- Strong support features, including a comprehensive ticketing system.
Cons
- Limited customization options for email workflows and templates.
- No live chat integration, reducing communication flexibility.
Pricing
- Standard: $22/user/month
- Plus: $44/user/month
- Pro: $65/user/month
- 15-day free trial
*Pricing accurate as of: 09-12-2024
3. Front
Front provides basic shared inbox functionality that unifies social network communications, chats, and emails onto a single platform. With features like message assignments, real-time editing, and shared drafts, it’s made for organizations that value cooperation.
Front is appropriate for teams of all sizes due to its user-friendly interface and robust connectors. Teams can also increase reaction times of customer conversations and overall productivity by utilizing the software’s powerful analytics and automation features.
- Knowledge base
- Email management and ticketing
- Unlimited help widgets
Pros
- Maintains email thread formatting when forwarding to external teams.
- Auto-saves drafts across different team members' edits.
- Tags sync automatically across connected email aliases.
Cons
- No built-in time tracking for customer conversations.
- Can't merge duplicate customer profiles automatically.
Pricing
- Starter: $19/seat/month
- Growth: $59/seat/month
- Scale: $99/seat/month
- Premier: $229/seat/month
*Pricing accurate as of: 09-12-2024
4. Hiver
Hiver is yet another popular shared inbox software that transforms Gmail into a shared inbox so teams can collaborate on consumer communications without ever leaving their inboxes. By using its capabilities, which include shared drafts, email delegation, and collision alerts, teams may avoid duplicating efforts. Hiver can be a very attractive choice for companies that presently use Google Collaborative Inbox.
- Group email management
- Event-triggered actions
- Inbox management
Pros
- Seamless integration with Gmail for easy email management.
- Shared labels facilitate better organization and tracking of emails.
- Internal comments improve collaboration and communication within teams.
Cons
- Customization options are somewhat limited compared to competitors.
- Basic analytics might not fulfill advanced reporting needs.
Pricing
- Lite: $19/user/month
- Growth: $29/user/month
- Pro: $49/user/month
- Elite: custom pricing
*Pricing accurate as of: 09-12-2024
5. Missive
Designed for collaborative teams, Missive is one of the shared inbox solutions that integrate email, chat, and tasks. This platform allows both internal and external communication, which makes it ideal for companies looking to simplify their communication processes. Besides, Missive’s special features, like task assignments and shared drafts, promote better teamwork. The platform is a well-liked option for hectic work environments due to its emphasis on productivity and integration with a variety of tools.
: Distribution List vs. Shared Mailbox: Key Differences and BenefitsPros
- Integrated chat allows for real-time team communication.
- Task management features enhance collaborative productivity and organization.
- Collaborative tools improve overall team efficiency and workflow.
Cons
- Can be expensive for smaller teams or businesses.
- Limited third-party integrations compared to other platforms.
Pricing
- Starter: $14/user/month
- Productive: $24/user/month
- Business: $36/user/month
- 30-day free trial
*Pricing accurate as of: 09-12-2024
6. Gmelius
Gmelius’s shared team inbox features turn Gmail into a collaborative workspace. It provides skills for tracking conversations, allocating and managing emails, and automating activities. Gmelius is an add-on for Gmail that offers features like follow-up reminders, email templates, and shared labels to increase productivity.
Teams trying to improve their communication and project management processes will find it to be a flexible choice due to its interaction with other platforms like Trello and Slack.
Pros
- Shared inboxes sync across all team members with real-time updates.
- Built-in Kanban boards allow teams to manage projects directly from their inbox.
Cons
- Relies heavily on Gmail - not ideal for teams that use other email providers.
- Reporting features lack depth compared to dedicated help desk solutions.
Pricing
- Lite: $10/user/month
- Growth: $24/user/month
- Pro: $36/user month
- 7-day free trial
*Pricing accurate as of: 09-12-2024
7- ProProfs Help Desk
ProProfs Help Desk shared inbox solution converts customer emails, chats, and support tickets into a unified team inbox where multiple agents can collaborate efficiently. Beyond typical ticketing features, it enables teams to build a shared knowledge base from past conversations, making it easier for new team members to get up to speed and maintain consistent responses. It’s particularly well-suited for small to medium businesses seeking a straightforward shared inbox solution.
- AI help desk
- Ticket management
- Multichannel support
Pros
- Creates automated ticket distribution rules based on agent expertise and workload.
- Turns common responses into reusable templates with dynamic fields.
- Allows customers to convert their chat conversations into tickets seamlessly.
Cons
- The mobile app lacks the full functionality of the desktop version.
- The search function struggles with partial keyword matches.
Pricing
- Free: $0
- Team: $19.99/user/month
*Pricing accurate as of: 09-12-2024
8. Helpwise
Helpwise shared mailbox software offers customer support teams a shared inbox solution. It allows consumers to handle social media, SMS, and email messages from one platform. With features like message assignments, internal notes, and real-time collaboration, Helpwise places a strong emphasis on user-friendliness and teamwork.
In addition, the software allows for interfaces with well-known project management and CRM programs, making it a flexible choice for groups trying to optimize their communication processes.
: How to Organize Gmail Inbox? 13 Essential Tips and Examples- Response management
- Visual analytics
- Blocklisting
Pros
- Shared inbox ensures all team members can access and respond.
- Internal notes feature allows for collaborative email handling.
- Performance tracking provides insights into team efficiency and workload.
Cons
- Basic reporting features may lack depth for detailed analysis.
- Limited integrations with other software or tools.
Pricing
- Standard: $12/user/month
- Premium: $23/user/month
- Advanced: $39/user/month
- 7-day free trial
*Pricing accurate as of: 09-12-2024
9. Groove
Groove is a straightforward shared inbox solution that helps small to mid-sized teams manage customer conversations without complexity. By centralizing emails and support queries in one place, Groove makes it easy for teams to collaborate on responses and maintain context. It’s designed for businesses that want simplicity over extensive features in their customer communication.
: 8 Tips for Effective Email Communication- KPI monitoring
- Response management
- Workflow configuration
Pros
- Integrates with Gmail for a familiar and efficient email experience.
- Task management features enhance team collaboration and productivity.
- Automation capabilities reduce manual work and improve efficiency.
Cons
- Limited reporting features might not meet all analytical needs.
- Higher learning curve for new users unfamiliar with its interface.
Pricing
- Standard: $16/user/month
- Plus: $36/user/month
- Pro: $56/user/month
*Pricing accurate as of: 09-12-2024
10. Intercom
While primarily known for its chat widget, Intercom offers a robust shared inbox that unifies customer conversations across multiple channels. Its team collaboration features help sales, support, and success teams work together seamlessly on customer communications. It’s particularly popular among SaaS companies and tech startups that want a modern, messaging-first approach to customer interaction.
- Basic chatbots and automations
- AI compose
- Ticketing system
Pros
- Segments customers automatically based on behavior patterns.
- Allows in-line code sharing with syntax highlighting.
- Creates custom bots based on past conversation patterns.
Cons
- Conversation history doesn't sync with mobile apps in real-time.
- No option to categorize attachments by type or size.
Pricing
- Essential: $29/user/month
- Advanced: $85/user/month
- Expert: $132/user/month
*Pricing accurate as of: 09-12-2024
: How to Automatically Label Emails in Gmail?Conclusion
Choosing the right shared inbox software directly impacts your team’s efficiency and customer response quality. Look beyond basic features and evaluate how each tool fits your specific workflow – from automation capabilities and integration needs to team collaboration patterns.
Consider both your current requirements and potential growth to ensure the solution scales with your business. The best-shared inbox software isn’t just about managing messages; it’s about empowering your team to deliver consistently excellent customer service.
Frequently Asked Questions
ControlHippo is one of the best shared inbox software. It improves team communication and customer care efficiency with multi-channel support, quick CRM connection, and advanced automation.
While a shared mailbox enables many users to see, manage, and reply to emails from a single central inbox, a group email sends messages to multiple recipients.
Yes, users of a shared mailbox can indeed access, read, and reply to emails sent to the shared address. This feature allows users to manage incoming messages together.
All members can readily track outgoing communications as sent emails from a shared mailbox are usually shown in the "Sent Items" section.
Updated : December 12, 2024
Priya Naha is a skilled technical content writer with a specialization in business communication and omnichannel communication platforms. Her expertise lies in translating complex concepts into clear, engaging content that resonates with diverse audiences. Focused on business communication solutions, Priya excels in delivering informative and practical insights through her writing.
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