One simple email can make or break a customer relationship. Businesses invest heavily in customer acquisition, but it all falls apart if an email (or any other form of communication) slips through the cracks. In fact, studies show that companies prioritizing customer service see a significant increase in revenue. Improving customer retention by just 5% can boost profits by 25-95%. Excellent customer support can also help reduce churn; 78% of consumers say they would do business with a company again after a mistake if the customer service was good.
So, what’s the right email system to support your customers and improve your bottom line?
This guide aims to help you select the best email management software for the modern age of customer service.
What is email management software?
Email management software is designed to streamline and optimize the handling of emails within a business. It ensures that no email is missed and helps manage high volumes of correspondence efficiently. But email management software goes beyond your basic email inbox. It streamlines communication workflows, automates tasks, and fosters collaboration, allowing you to manage high email volumes efficiently.
To deliver an outstanding customer experience, most companies need a system that goes beyond email management and offers strong collaboration capabilities, automated workflows, analytics, and omnichannel communication. Industries such as manufacturing, travel, logistics, software & cloud services, utilities, transportation, professional services, consumer services, and financial services often require complex customer service solutions — their customers expect seamless and quick interaction, and you need a robust system with features that help you keep up.
For businesses to differentiate themselves and meet the needs of modern customers, they need to look beyond traditional email management systems and find modern features to stand out.
The top email management software solutions in 2024
Every customer interaction today holds immense value. One missed email can lead to a dissatisfied customer and potential loss of business. Businesses invest heavily in acquiring customers — but all that effort can go down the drain if a critical email or communication slips through the cracks.
Here, we’ll provide both a high-level comparison and in-depth analysis of the top email management systems of 2024 to ensure you choose the right tool for both your team and customers.
Software | Pricing | Key Features (may require higher plan) | Scalability |
|---|---|---|---|
Front | Starts at $19/user/month |
| High |
Help Scout | Starts at $22/user/month |
| Medium |
Zendesk | Starts at $19/user/month |
| High |
Hiver | Starts at $19/user/month |
| Medium |
Missive | Starts at $14/user/month |
| Medium |
Gmail | Starts at $6/user/month |
| Low |
Microsoft Outlook | Starts at $6/user/month |
| Low |
#1 Front
Front is at the top of the list for several reasons. It’s a modern customer service platform that helps support, sales, and account management teams keep customer interactions fast, accurate, and human. It goes beyond traditional email management systems by incorporating leading collaboration and workflow features and advanced functions like AI, making it the clear choice for companies aiming to provide the best customer service.
With Front, teams can automatically route messages to the right person and respond and resolve issues collaboratively. Unlike with traditional email, teams using Front gain visibility into key performance metrics across customer service operations. Deliver top-notch customer service through tracking service level agreement (SLA) effectiveness, identifying bottlenecks, and measuring CSAT.
Front also allows customers to communicate through any channel they prefer, be it email, WhatsApp, social media — you name it. All messages are centralized in an easy-to-use collaborative interface that prevents departmental silos — which is a common byproduct of traditional email ticketing systems.
More than 8,500 businesses use Front to drive operational efficiency that prevents churn, improves retention, and propels customer growth.
Key features:
Front goes beyond basic email management, offering a powerful suite of features designed to elevate customer service:
Routing and automation: Never let an email get lost in the shuffle. Front’s sophisticated routing and automation features ensure emails reach the right team member and trigger automated responses, saving time and ensuring prompt customer service.
Collaboration is king: Front fosters seamless team collaboration. With shared inboxes, internal notes, task assignments, and co-editing capabilities, your team can work together efficiently to resolve customer inquiries.
Use AI Summarize and AI Compose for efficiency: AI Compose enables users to instantly draft messages using context from an ongoing conversation or just a few bullet points. AI Summarize allows users to summarize a Front conversation with just a click.
Categorization of messages with tags: Tags help prioritize tasks, automate workflows, and generate insightful reports.
Central knowledge base: Empower customers with a self-service knowledge base that provides a single source of truth for easy access to information and FAQs.
Analytics: Gain valuable insights into team performance and customer behavior through built-in analytics.
Integrations to streamline your work: Connect your favorite tools — Asana, Salesforce, and more — to manage tasks and access account context without leaving Front.
Omnichannel inbox: Manage all customer interactions, including emails, WhatsApp messages, social media comments, and more, from a unified platform.
Front G2 rating: 4.7 / 5
Front Capterra Rating: 4.5 / 5
Starter: $19/seat/mo
Growth: $59/seat/mo
Scale: $99/seat/mo
Premier: $229/seat/mo
#2 Help Scout
Help Scout is good for small businesses and startups seeking a simple, user-friendly platform with a focus on customer satisfaction. It boasts a clean interface and has features such as shared inboxes for collaborative support, canned responses for efficient communication, and live chat integration for real-time interactions.
Key features:
Shared Inbox: Centralizes customer communication in one place.
Workflows: Automate repetitive tasks to save time.
Customer Profiles: Provides context for each interaction.
Help Scout G2 rating: 4.7 / 5
Help Scout Capterra Rating: 4.6 / 5
Pricing:
Standard: $22/user/month
Plus: $42/user/month
Pro: $64/user/month
#3 Zendesk
Zendesk is a customer service platform with email management capabilities. Zendesk offers a ticketing system integration for streamlined issue tracking, omnichannel support for managing inquiries across various channels (phone, social media), and reporting and analytics to gain valuable insights into customer communication
Key features:
Ticketing system: Converts customer queries into tickets for organized tracking.
Analytics: Provides insights into customer service performance.
Customer engagement: Tools to engage with customers across various channels.
Zendesk G2 rating: 4.3 / 5
Zendesk Capterra Rating: 4.4/5
Pricing:
Support team: $19/agent/month
Suite team: $55/agent/month
Suite growth: $89/agent/month
Suite professional: $115/agent/month
Read: Front vs. Zendesk. While Zendesk is renowned for its multichannel support and customizable workflows, Front stands out with its collaborative interface and advanced AI capabilities. Front’s focus on preventing departmental silos and enhancing team collaboration offers a significant advantage over more transactional email management systems like Zendesk.
#4 Hiver
Hiver caters to organizations that prioritize internal communication and collaboration. Hiver offers shared inboxes for streamlined team email management, task management features for assigning and tracking internal work, and internal notes for seamless team discussions within emails.
Key features:
Shared inbox: Converts Gmail into a collaborative workspace.
Workflow automation: Automates routine tasks to improve efficiency.
Email notes: Allows team members to leave notes on emails for better collaboration.
Hiver G2 rating: 4.7 / 5
Hiver Capterra Rating: 4.7 / 5
Pricing:
Lite: $19/user/month
Pro: $49/user/month
Elite: $99/user/month
#5 Missive
Missive is a team-focused email management platform with a clean and intuitive interface, ideal for streamlining communication within small to medium-sized businesses. Missive emphasizes collaborative features like shared inboxes for joint management of customer inquiries, internal chat for quick team communication, and integrations with popular productivity tools like Slack and Asana for a unified workflow.
Key features:
Shared inbox: Team members can share and collaborate on emails.
Chat integration: Integrated chat features for real-time collaboration.
Task management: Tools for managing tasks and assignments within the email platform.
Missive G2 rating: 4.9 / 5
Missive Capterra rating: 4.9 / 5
Pricing:
Starter: $14/user/month
Productive: $24/user/month
Business: $36/user/month
#6 Gmail
Gmail is the free email service from Google, offering basic email management functionalities. While familiar and widely used, Gmail’s features are limited compared to dedicated email management software. It does offer a large storage capacity, seamless integration with other Google products like Docs and Calendar, and a convenient mobile app for on-the-go access.
Key features:
Integrated calendar: Syncs with Google Calendar for seamless scheduling.
Google Drive access: Direct access to cloud storage for attachments.
Gmail G2 rating: 4.6 / 5
Gmail Capterra rating: 4.8 / 5
Pricing:
Business Starter: $6/user/month
Business Standard: $12/user/month
Business Plus: $18/user/month
#7 Microsoft Outlook
Microsoft Outlook is a familiar desktop email client with features for individual and small team email management. Outlook offers a comfortable interface for those accustomed to traditional email applications. It includes features like calendar integration for scheduling appointments alongside emails, email rules and automation for basic task management, and a desktop application for offline access. However, collaboration features are limited compared to dedicated team-oriented email management software.
Key features:
Calendar integration: Synchronizes with Outlook Calendar for efficient scheduling.
Task management: Built-in task management tools to keep track of to-dos.
Microsoft Outlook G2 rating: 4.6 / 5
Microsoft Outlook Capterra rating: 4.5 / 5
Pricing:
Business Basic: $6/user/month
Business Standard: $12.50/user/month
Business Premium: $22/user/month
Key features of email management software
Understanding the critical features that distinguish the best email management software from basic email platforms is essential for making an informed decision. Here are some necessary features to look out for to ensure success for your team and customers.
Automation and workflow customization
Automation features can handle repetitive tasks like sorting and tagging incoming emails, leading to significant time savings. Customizable workflows allow businesses to tailor the system to their unique needs, improving efficiency.
Collaboration tools
Features that facilitate team collaboration, such as shared inboxes, internal notes, and task assignments, are crucial for resolving customer inquiries quickly and accurately.
Branch, a leading financial services company, used Front to improve their email management. The result: a staggering 482% return on investment (ROI). By leveraging Front’s collaborative features, their staff could work together more effectively, leading to faster response times and happier customers. This enhanced collaboration significantly improved their overall customer experience.
Advanced search and organization
Advanced search capabilities and organizational tools, such as tagging and categorization, help manage large volumes of emails efficiently, ensuring that nothing gets missed and everything is easily retrievable.
Security and compliance features
Ensuring emails are handled securely and in compliance with regulatory standards is essential. Leading email management software solutions offer robust security measures to protect sensitive information and ensure compliance with industry regulations.
Analytics and reporting
Built-in analytics and reporting tools provide insights into email volume, response times, and team performance. These insights help businesses continuously improve their email management processes and customer service operations.
Multi-channel integration
Integrating multiple communication channels into the email management system is crucial for a unified customer communication strategy. Tools like Front enable businesses to manage emails, social media messages, and chats from a single platform.
For instance, Seafoam Media, a digital marketing agency, found it challenging to manage client communications across various channels. By adopting Front, they were able to streamline their communications by bringing all customer messages into a shared inbox, ensuring that no client request was overlooked. And, seamless integrations with Asana allowed them to provide a more cohesive and efficient client service, enhancing overall client satisfaction.
The benefits of email management software
Email management software offers numerous benefits that can transform how businesses handle customer communication — and ultimately improve their bottom line.
Efficiency and time savings
Automating routine tasks like sorting and tagging incoming emails can save significant time for employees. This increased efficiency allows teams to focus on more critical tasks, improving overall productivity.
Lilt, a fast-growing translation company, faced challenges with managing high volumes of customer emails. By implementing Front, they reduced their response times by an impressive 5 hours. This significant improvement not only boosted customer satisfaction but also allowed their team to handle more inquiries efficiently.
Improved customer service
Centralized email management leads to faster and more consistent responses to customer inquiries, enhancing the overall customer experience. Quick and reliable responses can significantly boost customer satisfaction and loyalty.
Spruce, a property management software company, needed a way to streamline their support operations. After switching to Front, they saw a 31% reduction in support costs and a 23% improvement in their Customer Satisfaction Score (CSAT). These impressive results highlight how effective email management can transform customer service operations.
Enhanced team collaboration
Email management software facilitates better collaboration among team members by providing shared access to email threads and conversation histories. This shared access ensures that everyone is on the same page and can contribute to resolving customer inquiries more effectively.
Data security and compliance
Handling emails securely and ensuring compliance with data protection regulations is simplified with the right email management software. These systems offer robust security measures to protect sensitive information and maintain compliance with industry standards.
Analytics and insights
Email management systems, through built-in analytics tools, provide valuable insights into customer behavior and communication effectiveness. These insights can help businesses identify areas for improvement and make data-driven decisions to enhance their customer service operations.
How Front stands out
Selecting the right email management software is crucial for optimizing customer communication and enhancing overall customer service operations. Front stands out as the top choice for email management software due to its comprehensive features and modern approach to customer communication. By integrating advanced features like omnichannel communication, AI-powered responses, and robust collaboration tools, Front helps businesses streamline their workflows, improve team productivity, and deliver exceptional customer experiences.
Explore Front further and see how it can transform your customer service operations.
Written by Logan Davis
Originally Published: 4 January 2024