Looking for the best email management software? We’ve got you covered! This blog is all about the What, Why, and the best customer email management software for your business.
Did you know, emails weren’t a thing up until 1971?
It is quite a common misconception that Email Management Software is a recent development.
Fast-forward to 2023 and approximately 347 billion emails are sent every day. And, by 2026, Statista predicts this will increase to 390 billion emails in a day!
Though, however recent, it is the need for every brand and industry. It’s that need that has hopefully landed you on this blog today!
But worry not. We are here to help.
Given the current surge in incoming emails, it has become increasingly important to manage emails the right way. Gone are the days when emails were sent out with an informational purpose alone. Today, Email Management is a crucial part of customer service and support.
After all, it is the oldest and most reliable form of communication with your customers.
“Old is gold” – these are the words we at Simplify360 stand by. No matter how varied your target audiences are, with the right customer service email management software, you will be fine. Probably a bit more than just fine.
In this article, my main focus is to bring you the best email management software that has dominated the market in 2023. And, will continue to do so in 2024.
By the end of this article, you will be a pro at:
- What is an email management software?
- Top email management solutions
- How to choose the right email management software for your business?
And yes, there are a couple of FAQs at the end of the read. So, without any further adieu let’s jump in!
What Is an Email Management Software?
“An email management software is a tool that assists the support & marketing and customer support teams to efficiently manage, sort, organize, reroute, reply and send emails.”
As you can tell, email management software is a tool to help you declutter your organization’s existing email management setup. It provides modernization to increase productivity.
To put it simply, email management software is a result-oriented aid to help your customer-facing agents establish better customer-brand relationships.
Thus, the term “email management software” is considered an umbrella term. This is especially because the end-user can be anyone. But it is primarily designed for your
- Customer support agents
- Marketers
- Lead-generation specialists
- Sales representatives
- Human resource staff
Given this, the use cases can be further classified into two categories. The idea behind this is to enable you to identify the best email management software for your business.
Let’s say Martha is a marketer for a retail brand. Martha’s primary concern is to ensure a rising revenue which is directly proportional to the number of happy customers. Now, to keep customers happy, it is Martha’s job to ensure that every potential and existing customer is well-updated with the ongoing discounts, offers, and sales within the brand.
Thus, the best email management software for Martha would be the one that provides multiple retail and eCommerce-friendly features.
In light of this, here are the two categories within which email management software for impeccable customer service exists.
1. Managing Incoming Emails: Commonly known as email response management software/customer email management software, it is used predominantly by agents to monitor & respond to customer tickets.
2. Email Marketing Campaigns: Referred to as email marketing software, it is used by the marketing & sales team to send out bulk emails. It can be a cold reach out, for webinar registration, and more.
I understand that as a brand, promoting brand awareness and managing happy customers are equally important.
Can’t miss out on outreach just because you provide good customer service, can you?
But, finding an email management software that does both is not easy.
Yet, who says you can’t integrate multiple email solutions to serve the purpose?
It’s time we think smartly and economically!
So let’s first explore some important features that must be looked at before investing in customer service email management software.
Features that Build “The Right Email Management Software”
Here are the top 4 things you just cannot overlook while deciding on email management software.
1. Ease of Use and Scalability
The most important thing before any investment is to identify its scalability. This is especially important when you are choosing a product for community use. An email management software must be easy to use for a group of people.
The best email management software is those that come with an easy-to-understand manual and demo.
The software must have an intuitive user interface. This will allow the users, your agents, to navigate and manage their email quickly.
Choose one that aids and simplifies your agents’ life.
2. Automated Workflow
Like any other modern marketing tool, automation can not be overlooked when choosing email management software for customer service. Workflow automation is an important aspect of modern marketing and customer management.
The right email management software for excellent customer service is the one that offers automation. This includes features such as auto-responders, email sorting, segmentation, and more.
An email management solution streamlining workflow should be the one streaming up your priority list.
3. Analysis and Reporting
Let’s bring Martha back for a second.
When Martha sends out emails (mass emails) to customers about the upcoming sales, there must exist some way for her to analyze the performance of that email. The normal performance indicators for every email are click rates, open rates, responses, engagement time, etc.
Thus, having email management software that automates responses is not enough. In addition to workflow automation, your email management software must allow the agents to analyze and generate reports of email performances.
4. Integration Compatibility
We live in 2023 (on the verge of entering 2024!). Relying on one resource for all information and support is an outdated concept. And so is an email management solution that doesn’t allow easy integration.
An effective email management software offers seamless integration with your existing tools. This may include CRM, help desk applications, and social media and communication channels.
Remember, your customers reach out to you via multiple platforms. Keep an eye out on all these platforms and reach back to everyone.
Psst, look for a social media suite to enhance your email management solution.
Now that you know your non-negotiables, let’s explore the best email management software expected to dominate marketing in 2024.
7 Best Email Management Software
Here, we’ve listed some of the best email management software you should consider for your business. The list is a collection of both customer service and email marketing-oriented software.
We’ll start with the best customer email management software first.
1. Simplify360
Simplify360 is an all-in-one customer experience and email management solution that has enabled businesses to transform their way of handling customer communications since 2012.
While being an AI-powered email management software, Simplify360 enables you to integrate all your support channels (web, social, email, chat) into the platform and manage communications from one place.
Key Features of Simplify360’s Email Management Software
- Personalized Email Support – Agents can easily personalize support with access to customer conversation history across channels.
- Improved Agent Productivity – Agents can update the status of each ticket – open, closed, and soft close. The option to create internal reference notes makes it easy for other agents to take over the ticket.
- Email Categorization – Automatically route emails based on different criteria – sentiment keyword and priority.
- Workflow Automation – Assign emails to agents based on specific roles, email addresses, keywords, and priority.
- Canned Responses – Create multiple canned responses to save agent time. Also, automate responses for initial responses.
- Analytics Dashboard – Track email status in real-time and analyze service metrics like average handle time, first response time, and more.
With Generative AI and automation, Simplify360 is one of the best email management software around.
The best part is, that you can slowly integrate all your communication channels into the platform (omnichannel), manage your online reputation, and leverage social listening for insights. It’s like having one suite for all your CX needs.
Free Trial
You can try Simplify360’s email management software on a trial basis for 30 days.
Pricing
Simplify360 follows a custom pricing approach – suitable for all-size businesses.
2. Zendesk
Zendesk needs no introduction – one of the leading (and more expensive) customer support platforms. Like Simplify360, Zendesk is also an omnichannel support platform.
From a customer email management software point, Zendesk offers everything you need to streamline your email support – right from canned responses to automation workflows, you get it all! Beyond this, there are 1000+ apps and integrations on Zendesk.
Key Features of Zendesk’s Email Response Management Software
- Workflow Automation to Route Email Tickets – With a designated space for customer information agents have all the necessary data at their fingertips.
- Canned Responses to Save Time – Add pre-approved response templates for foreseen situations and solve customer queries faster and better. This can save your agents time.
- Omnichannel Support for One-place Communication – Collect communication from various platforms to ensure seamless inter-departmental coordination.
- Insightful Tracking & Reporting Features – Gain valuable data-driven insights to enable effective performance monitoring and response time optimization.
- AI & Automation – Reduce manual workload and increase agent productivity by automating repetitive tasks.
Free Trial
Zendesk provides 14-day free trial.
Pricing
Zendesk marks its billing on an annual basis. Following is a peek into their charges:
- Support team – $19 per agent/month
- Support professional – $55 per agent/month
- Support Enterprise – $115 per agent/month
3. Freshdesk
Freshdesk is Freshwork’s email management software. It is free software to help your agents and increase their productivity. It is best known for its effortless tracking, monitoring, and customer-responding capabilities.
Thus, it is best categorized under incoming email management software for customer service.
Here are a few features that make it stand out.
Key Features of Freshdesk Email Management Software
- Unified Tech Stack – Manage multiple email inboxes and resolve issues without any overlap to experience an increase in CSAT scores.
- Automated Email Management – Automate the process of assigning emails to ensure a low FRT and resolution time.
- Comprehensive Self-service Options – Minimize agent intervention and agent deflection rate with a number of self-service options such as knowledge base and help widgets.
- Collaborative Digital Workspace – Pre-designed canned responses and autoresponders allow easy email escalation between departments.
- One-clock Reports – Take stock of all email activities, spout outliers, and identify trends and patterns to identify existing gaps in your email marketing strategy.
Free Trial
Freshdesk provides a free 14-day trial for up to 10 agents.
Pricing
The below-mentioned pricing is for annual billings.
- For growing businesses – Rs.999 per agent/month
- For advance automation – Rs. 3599 per agent/month
- Fully features for enterprise-level – Rs 5699 per agent/month
4. Hiver
The email management software every Gmail user wants.
Also known as a ‘Gmail-based helpdesk’, Hiver is perfect for those looking to continue using Gmail for customer service. It acts like an extension to your existing Gmail account.
Key Features of Hiver Email Management Software
- Efficient collaboration Within Gmail – Manage collaboration between team members with easy task assignment and content sharing without having to forward or CC people.
- Shared Inbox – Allow multiple team members to access and manage emails from one shared inbox between departments like support, sales, or marketing.
- Snooze and Send Later – Increase agent productivity by scheduling emails to be sent at a preferable and convenient time.
- Canned Responses – Create and use email templates within Gmail and save your agents from sending repetitive emails.
- Email Automation – Set up rules and workflows to enhance the desired outcome of your canned responses.
Free Trial
Hiver allows 7 days of free trial to its potential customers.
Pricing
- Lite – $15 per user/month.
- Pro – $39 per user/month.
- Elite – $59 per user/month (billed annually)
5. Help Scout
Preferred by brands of small and mid-size organizations.
Help Scout is designed specifically for customer service, sales, and marketing teams. As an email management software, it is best suited to businesses using a shared email address across customer-facing teams.
Key Features of Help Scout Email Management Software
- Workflow Automation – You can assign conversations to specific employees or customer folders based on your set criteria automatically.
- Collaborative Space – With features like collision, detection, and private notes get a collaborative space for members to work together and yet set separate goals.
- AI-based Support – Features like AI assist and AI summarize help your team detect and resolve customer queries faster.
Access to customer profiles – View past conversations and customer case history with easy access to customer profiles. - App Integrations – Integrate with various third-party applications to enhance functionality and allow seamless data transfer between systems.
Free Trial
Help Scout offers 15 days of free trial.
Pricing
- Standard – $20
- Plus – $40
- Pro – $65
6. MailChimp
Go-to email response management and email marketing campaign management software.
Mailchimp is often voted the best email management software to manage marketing campaigns. The reason behind this is the varied set of analytics tools that help gain data on campaign performance.
Key Features of MailChimp Email Management Software
- eCommerce-friendly Features – Sync customer data, track purchase history, and create targeted email campaigns with a wide range of eCommerce platform integration.
- Personalization Options – Include content in your emails that’s tailored to each recipient with the ‘Audience’ feature.
- Automated Workflow Management – Set up automated email campaigns like welcoming emails with robust and user-friendly automation options.
- Active Campaign Reports – Monitor open rates, click-through rates, conversion rates, and more to optimize your email content better with detailed reports of email campaign performance.
- UX Design – Explore visually appealing email templates for varied purposes with an intuitive user interface and a stock of professionally designed email templates.
Free Trial
No information is available.
Pricing
- Option for a free plan is available.
- Essentials – $13 per month (for 3 users)
- Standard – $20 per month (for 5 users)
- Premium – $350 per month
7. Moosend
Best email management software for email marketing.
Like any other customer email management software, the Moosend tool also aims at enabling one-to-many conversations.
Key Features of Moosend Email Management Software
- No-code Editor – Create beautiful emails and newsletters faster without any coding required for customizing the tool.
- Audience Segmentation – Send highly targeted and relevant content to different audience segments with powerful segmentation and personalization features.
- Analytics Reports – Track metrics like open rates, bounces, and unsubscribes with easy and affordable analytics report features.
- One Account for One – Although a limitation on agent productivity, empower individual agents with full authority of one account.
- Countdown Timers – Add a real-time countdown display within the email box to convey ‘urgency’ and ‘time sensitivity’ for recipients.
Free Trial
Moosend offers 30 days of free trial period.
Pricing
- Pro – $9 per month
With this, we have reached the end of this knowledge piece.
Conclusion
An email management software’s first and foremost job is to increase your agents’ productivity. This may be a bit of a long leap from its original job description. But when you choose an email management software, you primarily aim for hassle-free email management.
This means you need to be enabled with auto-responders, email metrics analysis, segmentation, multiple platform integrations, and much more.
Thus, choosing the right email management software means choosing the right software to provide your agents with more time. More time to focus on complex queries and issues while the software takes care of trivial and repetitive tasks.
Let us know what is your top priority while choosing an email management solution.
FAQs About Email Management Software
1. What is email management software?
Email management software is a tool or application designed to efficiently organize, sort, filter, and manage email messages, helping users streamline their email communication, prioritize tasks, and reduce inbox clutter.
2. Why do we need email management software?
Email management software is important, especially for businesses, because it helps increase your productivity. They can organize emails efficiently, locate important messages, reduce inbox clutter, and save time.
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