Simple plans for automating customer service

A shared inbox is an inbox that allows multiple people to send and receive emails from the same address. This is great for a company that might want to share the load of responding to customer inquiries, for example. Any member of the shared mailbox may respond to an email sent to the shared address. And, you can easily track the performance of your team members & other key metrics around these emails.

Why use shared inbox?

1. If you have multiple team members sharing a single email address login, you must move them to a shared inbox. This ensures uniform sharing of load, transparency on who is doing what and data security.
2. Shared inbox also saves you from sending duplicate replies with different answers. It shows you if someone else from your team is replying to a particular email in real time hence stopping you from sending a duplicate reply.
3. No more CCs, BCCs and forwards required as everyone has access to one common email. You can easily tag other team members internally without cc'ing or forwarding emails.
4. Collaborate with different team members within the email thread to send correct replies - every time!
5. Integrate with other business tools to take better decisions & automate workflows.

Yes, you get a 7-day free trial. Signup, create inboxes, invite your team members and use Helpwise 7 days for free. No credit card required.

Helpwise customer service platform is a great fit for any team that receives a lot of customer queries & multiple team members can either reply to those conversations or need access to them. We have seen that the following teams usually find our customer service platform useful.

1. Customer Success Team: To ensure that everyone from Customer Support Team is on the same page for every customer & is providing a great experience to existing customers.
2. Finance Team: Manage all your accounting, billing & approvals emails from a single shared mailbox.
3. HR Team: Manage all your inbound job applications, schedule interviews from a single mailbox. Get feedback from other team members on candidates by using inbuilt collaboration features. No more internal emails or random chat pings.
4. Procurement Team: Make purchasing super easy & trackable by bringing in all your procurement-related emails in a single shared inbox.
5. Customer Support Team: All customer queries drop into a single inbox from where these queries can be assigned to different support agents to provide quick query resolutions.
6. Sales Team: Never miss a single lead & always reply in time to potential leads and ongoing deal threads. Collaborate with other team members on pricing, offers & contacts.
7. Operations Team: Operations will no longer require gazillions of CCs, BCCs and Forwards. Have every stakeholder in the same inbox and get things done efficiently.

We have seen that when you start growing as a team, multiple team members handle a common email account like jobs@yourcompany.com or support@yourcompany.com. As long as the founders or core team is doing this, it is fine but it starts becoming chaotic when you onboard new team members. Once you delegate these emails to your employees, you are not only prone to the privacy of customer data risks but also, you can't really track who is doing what.

It also becomes difficult to evenly share the workload among team members in an automatic manner. So, instead of sharing passwords for your team email accounts, you should opt for a shared inbox.

How a shared inbox can help you scale faster with less chaos & fewer mistakes?

• You can easily share the workload among team members to ensure timely replies
• Use in-built automation and workflows to boost the productivity of your agents and other team members.
• As every team member has their own login details for the same email address, it takes care of any security risk that may arise in a shared email account.
• Put a full stop to sending contradicting duplicate replies, which happens when multiple team members are sharing an email account and are not aware that someone else is also replying to the same email.

Your team starts enjoying the benefits of using a shared inbox within minutes of getting onboarded. By efficiently sharing the workload among different team members & avoiding any duplicate tasks, your team will become more productive.

Your team will save up to 25 hours per agent per month which can easily be channelized to do other high value tasks. Moreover, the average response time of your emails will come down resulting in quick replies and happy customers.

Absolutely! You can use Helpwise not only as a web app but also on your Android and iOS devices.

Absolutely! it is safe to connect your Google account as Helpwise's use of information received, and its transfer of information to any other app from Google APIs will adhere to the Google API Services User Data Policy, including the Limited Use requirements.