7 Best Email Support Software of 2023 [+ Advantages & Features]

Introduction

Welcome to the dynamic world of customer communication, where emails remain a cornerstone of effective business interactions.

In 2023, the reliance on top-notch email support software solutions has become more pronounced than ever before.

The seamless flow of information, personalized responses, and swift issue resolution have transformed how companies engage with their customers.

This comprehensive guide introduces you to the 7 Best Email Support Software of 2023, showcasing their cutting-edge advantages and standout features.

So, let’s get started.

What is Email Support Software?

Email support software is created to organize and manage the queries raised by customers via email. It consists of features that help the support agent ensure that all the queries are solved on time. Email support software also streamlines the email support process and enhances the support department’s productivity.

How Does Email Support Software Work

Email support software solution streamlines the email support process and makes it easy for the support agents to manage customer email queries in real time. Let’s see step-by-step how the email support software works.

Step 1: The email raised by the customers as a query gets automatically generated in the email support software as a support ticket.

Step 2: This ticket is then categorized and assigned to the most appropriate agents based on specific parameters.

Step 3: The software then notifies the support agents in real time so that they can address the assigned ticket.

Step 4: Once the support agents review the ticket, they can start looking for a solution.

Note: If a query is raised frequently, the support agent can send a pre-defined solution to the customer or ask to refer to the knowledge base article.

Step 5: Once the solution is found, the support agent can send it to the customer.

Step 6: After the solution is sent to the customer, the support tickets can be marked as resolved.

This is how email management software solution simplifies the support process and allows agents to work productively.

7 Advantages of Email Support Software

1. Enhances Productivity and Time Management

Email support software features like automation and canned responses play a vital role in enhancing the productivity of the support agents. With the help of automation, agents do not have to go through the hassle of doing every single task manually. They can just automate specific tasks and save a lot of time. Similarly, canned responses also help agents manage their time more effectively by helping them create pre-defined responses for the most frequently generated queries. This allows the agents to get rid of the process of replying to the customers for the same queries repeatedly.

2. Personalized Support Emails

With the help of email support software solutions, agents can ensure to offer customers personalized support. For example, let’s say you run an eCommerce store, and your customer wants to purchase an out-of-stock product. So, they raised a query regarding the unavailability of the product. In such a situation, a support agent can update the customer about the product and suggest a few other options based on their previous purchases. This way, there is a chance that the agent can enhance the customer experience by offering personalized support.

3. Tracks and Monitors Customer Data

Customer data can be considered as a goldmine for businesses. It helps them to personalize their offerings, optimize their strategies, increase their revenues, etc. Email support software analytics feature generates reports that showcase how quick the resolution process has been, how many queries a particular agent solves in a particular period, etc. It helps the support department identify the loopholes in the process and improve them before the results get affected.

4. Helps you to Stay on Top of Every Support Email

The shared inbox feature of the email support software solution ensures that every query is visible to support agents. This makes it impossible for them to miss out on a single customer query. Support agents can easily organize and manage the tickets with the help of this feature. It also ensures that no agents are working on the same query simultaneously. Hence, a shared inbox streamlines the support process and ensures every query gets a timely resolution.

5. Streamlined Collaboration Among Support Agents

Collaboration ensures quick and effective results are achieved. In offering email support, this remains the same. With email management software solution, agents can easily collaborate with other team members for enhanced and quick results. For example, more than one agent is needed to solve a particular query; in such cases, it becomes easy for the support team to collaborate, as each support agent has visibility of every single email query. They do not have to explain the whole issue to one another; they can just access the whole conversation or the documents being shared in the mail from the moment the ticket was generated. This way, email support software solution enhances collaboration and gets effective and quick results.

6. Improved Email Organization and Categorization

Improved email organization and categorization is one of the major challenges that the email support department faces. More often than not, they fail to manage the email and provide timely solutions, but with the help of email support software solution, they can easily organize, manage, and categorize the emails for enhanced results. They can set priority for each and every email query, and based on that, they can assign it to the most appropriate agents. This way, quick solutions can be found, and customer experience can be enhanced.

7. Enhanced Data Protection and Security

With increasing concerns around data breaches and privacy, customers are more cautious than ever about sharing sensitive information. Reliable email management software solution employs robust encryption protocols, ensuring that all communications remain secure and confidential. Additionally, advanced authentication measures prevent unauthorized access to customer data, instilling trust and confidence in the support process. The software’s centralized system allows for controlled access, reducing the risk of data leaks and ensuring compliance with data protection regulations.

7 Best Email Management Software of 2023

i. DeskXpand

DeskXpand stands out as one of the best email support software options in 2023 due to its unparalleled features and user-centric approach. It combines cutting-edge technology with a seamless user interface, making it an exceptional software for support teams to manage inquiries efficiently. DeskXpand’s robust data protection measures, including advanced encryption and authentication protocols, ensure customer information remains secure and confidential. Its centralized inbox streamlines communication, enabling quick response times and personalized solutions. Furthermore, DeskXpand’s analytics tools provide valuable insights into support performance, empowering businesses to optimize their customer service strategies. With its commitment to security, efficiency, and customer satisfaction, DeskXpand emerges as a top choice for businesses looking to elevate their email support capabilities in 2023.

ii. Gmail

Gmail continues to be one of the best email management software solutions of 2023, maintaining its reputation for reliability and user-friendliness. As part of the Google Workspace suite, Gmail offers seamless integration with other essential tools, enabling efficient collaboration and communication within support teams. Its intuitive interface makes managing customer inquiries easy, ensuring timely responses and excellent customer service. Gmail’s robust security measures, including strong encryption and two-factor authentication, safeguard sensitive data and protect against potential threats. Moreover, its powerful search and organizational features facilitate quick access to relevant information, enhancing productivity and response times.

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iii. Microsoft (Outlook)

Microsoft Outlook is one of the best email support software solutions out there in the market. As a part of the Microsoft 365 suite, Outlook seamlessly integrates with other essential productivity tools, enabling efficient collaboration and streamlined communication among email support teams. Its powerful email management features, such as customizable folders, rules, and filters, enhance organization and ensure prompt responses to customer inquiries. With robust security measures like encryption and multi-factor authentication, Outlook protects sensitive data against potential cyber threats. Like Gmail, Microsoft Outlook is a widely adopted and continuously evolving platform.

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iv. Front

Front, one of the best email management software, empowers email support teams with powerful inbox management tools. It facilitates seamless collaboration on customer messages by providing shared inbox and personal email address capabilities, streamlining team efforts. With Front’s user-friendly interface, businesses can easily create custom workflows, assigning and escalating tickets without the need for coding knowledge. While ideal for managing group email addresses like support@companyname.com, Front also accommodates interactions through personal email addresses, making it a versatile choice. Furthermore, Front extends beyond email, allowing management of additional channels like live chat, Facebook, Twitter, WhatsApp, voice, and SMS messaging through its shared workspace.

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v. Mailchimp

Mailchimp is an email management software solution offering a comprehensive suite of features that empower businesses to deliver exceptional customer service. It allows businesses to create personalized and visually appealing emails using customizable templates and advanced segmentation options. Automation features enable timely responses and targeted messaging, enhancing customer engagement. Mailchimp’s robust analytics provide valuable insights into email performance, allowing teams to optimize their strategies for maximum impact.

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vi. Hiver

Hiver, an email management software within the Gmail dashboard, revolutionizes email management by transforming Google Workspace into a seamless email ticketing software for businesses. Catering to diverse needs, Hiver offers four product packages: customer service, finance operations, people operations, and ITSM. A standout feature across all plans is seamless collaboration, even for coworkers without shared inbox access. Everyone can participate effectively by sending an invite link to the conversation. Hiver has features such as advanced controls, customization options, and comprehensive analytics reports that vary from plan to plan. You can select the particular plan of Hiver based on your business requirements.

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vii. Klaviyo

Klaviyo is an email management software mainly used by eCommerce businesses to send marketing and transactional emails to customers. It helps the support agents to customize the emails by using the customer data and also automates the workflows based on the behavior of your email list. Its email plans include data analytics, unlimited A/B testing, segmentation, one-click integrations, etc. The platform’s advanced segmentation and automation capabilities streamline communication, ensuring relevant messages reach the correct recipients at the perfect time. Moreover, Klaviyo’s email support is renowned for its exceptional assistance, helping businesses navigate challenges seamlessly.

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7 Key Features of Email Support Software for 10X Productivity

1. Analytics

The email support team can analyze the performance of a particular agent or the whole team with the help of the reports generated by the analytics feature. Reports also contain metrics such as the average time to resolve queries, the number of email queries a particular agent solves, etc. These reports help the email support team to identify the loopholes that are created in the process of managing email queries. This way, potential bad experiences can be handled by making the required adjustments in the support process.

2. Centralized Inbox

A centralized inbox is a very crucial feature of email management software. It promotes collaboration amongst email support agents. It gathers all the customer’s email queries in one place so the agents can easily manage them. This way, a centralized inbox streamlines the email support process and enhances agent productivity.

3. Email Categorization & Prioritization

The email categorization feature helps the agents easily find and manage customer queries. It also helps to assign queries to the most appropriate support agent based on their priority levels. This streamlines the email support process and ensures that the support department appropriately handles them. This way, teams can get better and quicker results with less effort.

4. Pre-defined Email Templates

Email support can be a hectic task, and it can also get overwhelming when your agents have to reply to the same query again and again. It simply wastes their time. This is where pre-defined email templates can do wonders. With its help, agents no longer have to suffer from such issues, Instead, they can just analyze the most frequently asked queries and create a pre-defined email template. So, whenever such repetitive queries are generated, they can respond to the customers with just a click.

5. Integration with Third-party Apps

This feature ensures that the email support software integrates with other third-party apps/tools to simplify the resolution process and enhance efficiency. For example, you can integrate the email support software with social media platforms so that the query raised on those platforms gets directly converted into email queries. This way, your support agents can have a unified view of each and every customer query.

6. Agent Collision Detection

Collaborating is a crucial part of quality email support. When your agents collaborate effectively, they can get better results quickly. A feature like agent collision detection ensures no agent works simultaneously on the same issues. It reduces the chances of error and ensures agents are offering quality email support.

7. Automation

The best part of automating email support is that your agents can focus on more crucial tasks. Automation them to save a lot of time and increase their productivity. Its features, such as auto-ticket assignment, automatic ticket prioritization, trigger notification, etc., ensure each query responds promptly. The automation feature not only helps agents focus on essential queries but also enhances the customer’s experience by offering them fast resolutions.

How to Choose the Right Email Support Software

i. Check Out Email Ticketing Software Features

Features are what help the service agents to offer quality email support. Checking them out and using them can be of enormous help in making the decision to select an email support software. It clears the picture of how compatible a particular email support software is for your business.

ii. Compare the Pricing with Other Software

Budget is always a crucial factor for business. So, before selecting an email management software, it is essential to check its pricing and compare it to other software. This way, you can select the software that suits your business requirements and is within your budget.

iii. Does it Integrate with Third-party apps/tools

Integrating your email support software with third-party apps/tools can increase the productivity of your support department. Hence, it is crucial to check the integration capabilities of the email support software before selecting one. This way, your support agents can benefit from using third-party apps/tools.

iv. Consider Customer Reviews

Customer reviews can be of great help when selecting email ticketing software. They show you how the previous experiences of others have been. If the reviews are great, you are good to go, but you should rethink your decision if they are negative. Hence, evaluating customer reviews can help you select the right email ticketing software.

v. Check How Secure the Software is

As a business, you are going to have sensitive information about your customers in your database. When customers reach out to you, they share their personal details, contact details, residential address, bank details, etc., and trust you to keep it safe. But imagine if all this data gets breached by a cyber-attack. It can cause chaos. That is why it is vital to check the security of the software you will use.

vi. Take a Free Trial/Demo

Taking a free trial/demo can be a fantastic opportunity to explore email support software and analyze whether it suits your business needs. It also helps you to check its learning curve and how easy it is to adapt for your agents.

How DeskXpand can be the Perfect Fit for Your Business

DeskXpand is a perfect fit email support software for businesses of all sizes and industries, offering a wide array of features and functionalities that cater to diverse customer support needs. Its capabilities and features show that it is a powerful tool for enhancing customer satisfaction and streamlining email support operations. By employing the power of DeskXpand, businesses can achieve sustainable growth, enhanced brand reputation, and unparalleled success in today’s competitive marketplace.