Last Updated: April 2024
If you are in an online business, then you need email support software. Because emails are one of the most commonly used methods to communicate with customers.
E-mail is a fundamental and flexible medium that both consumers and businesses are familiar with. Moreover, it can be used asynchronously. So, find out more about the customer support email system from this page. The table of contents includes –
- What is Email Support System/Software?
- Features You Need to Look For in E mail Support Services Software
- 12 Top Customer Service Email Software
What is Email Support System/Software?
Customer service email management software is a tool that is used by a business to prioritize, organize, manage, and respond to client requests through email.
Overall, it helps you to manage your email traffic.
Features You Need to Look For in Email Support Services Software
1) Organization
You should be able to organize the requests you get in a systematic manner. If you can organize your tasks well, you can assign, prioritize, and finish or resolve the requests quickly.
2) Automation
Doing every task manually takes up a lot of time which could be better spent on assisting your customers. With this feature, you can set certain tasks to be done automatically without any need for an agent. Therefore, look for tools that let you automate any repetitive tasks.
3) Ease Of Use
What’s the point of having a tool, if your agents or customers have difficulty using it? In order to not waste time and to deliver positive experiences, you need software that is easy to navigate, customize, and configure any of its features.
4) Real-time Reporting
Most of the software has reporting features. It helps you to get insights into your teams and support center performance. Based on these, you can decide what to do in order to deliver better results.
Top 12 Email Customer Service Software
- Saufter.io
- Front
- GrooveHQ
- HelpScout
- ServiceNow
- HappyFox
- Zendesk
- Freshdesk
- HubSpot Service Hub
- Salesforce Service Cloud
- Zoho Desk
- LiveAgent
#1 Saufter.io
Saufter offers automated customer service solutions over email, live chat, SMS, and phone. Not only that it also seamlessly integrates with eCommerce, social media, messaging, and collaboration platforms like Instagram, WhatsApp, Shopify, and Slack.
Features
- Integrate your email support easily to manage and organize user requests. Also, send AI-drafted emails.
- Create your own knowledge base.
- Build a self-service portal to answer customer queries.
- Automate your workflows.
- Provides order and returns management system including a 24/7 order monitoring feature.
- Automatically send various deals and discounts.
- For social proof, gather user reviews and UGC automatically.
- Measures key performance metrics and generates reports in real-time.
Pricing
- Custom Pricing
#2 Front
Instead of a group email address, you can create multiple personal email addresses for your customer support with Front. Unlike other helpdesk software, it doesn’t offer a knowledge base feature. Let’s see provided features of Front below.
Features
- Connects all communication channels to a shared inbox. That includes email, SMS, live chat, WhatsApp, and social media.
- Gives you a 360° view of your customer’s data.
- Add internal notes and collaborate with your team members.
- Also, automate manual tasks and get analytical reports.
Monthly Pricing Plans
- Starter – $19/person
- Growth – $49/person
- Scale – $99/person
#3 GrooveHQ
In case you are running a small business or a startup, then you can go for GrooveHQ. It even won the award of “High Performer” in the Small Business category of Spring 2022. Now, let’s look at its features.
Features
- Intuitive shared inbox displays conversions, assignments, and private internal notes, and detects collisions.
- Provides live chat support.
- Lets you build a mobile-optimized knowledge base.
- Gives reports containing performance metrics, conversation, knowledge base, and customer satisfaction insights.
Monthly Pricing Plans
- Free trial – 30 days
- Starter – $15
- Plus – $25
- Pro – $40
- Enterprise – Contact the support team for more details.
#4 HelpScout
HelpScout is best for growing businesses. You can automate routine tasks with the workflows. And also, add more context to your user profiles. If you want to create a knowledge base, you can use Docs.
Features
- Shared inbox includes features like saved replies, @ mentions, internal notes, and collision detection.
- An embeddable widget, Beacon offers live chat tools.
- This app lets you create surveys.
- Reporting tool provides insights into your product and team performance.
Monthly Pricing Plans
- Free trial – 15 days
- Standard – $25/user
- Plus – $50/user
- Pro – $50/user (annual payment only)
#5 ServiceNow
If you are an IT business owner, then you should proceed with ServiceNow. Because it is built to manage all the different aspects of IT support. And, one of them is customer service management software. You can find its features below.
Features
- Automate the processes and even view the full case lifecycle.
- Monitor services and analyze workflows to identify any issues. Also, notify the impacted users.
- Embed AI chatbot and self-service on your website.
- Provides SLA and order management systems.
- Delivers support across email, phone, messaging, chat, web, in-person, and social media.
Monthly Pricing Plans
- Contact the ServiceNow team to get pricing details.
#6 HappyFox
HappyFox is a web-based customer support system that is hosted in the cloud. It offers all the basic features. But the one thing that makes it unique is its ability to display conversations in different views.
Features
- Convert chat, phone, email, and web requests into tickets.
- Manage all the operations involved in resolving tickets.
- Build your own workflows and custom fields.
- Create help and FAQ pages.
- Gather feedback through satisfaction surveys.
- Use canned responses for quick replies.
Monthly Pricing Plans
- Mighty – $39/agent
- Fantastic – $59/agent
- Enterprise – $79/agent
- Enterprise Plus – $99/agent
#7 Zendesk
If you have experience in customer support, you most probably have heard about Zendesk. It has various tools for your support team and customers. One such feature is Messaging which lets you carry out conversations with users and stay connected across channels.
Features
- Build a help center and community forum.
- Through agent workspace, manage, respond and track user requests in one unified space.
- Use collaboration tools to connect with your team members.
- With routing and intelligence, collect critical information and assign tasks to the best-suited agent.
- Deliver instant answers by using AI and bots.
- Get customizable analytical reports.
Monthly Pricing Plans
- Free trial – 30 days
- Suite Team – $49/agent
- Suite Growth – $79/agent
- Suite Professional – $99/agent
- Suite Enterprise – $150/agent
#8 Freshdesk
Freshdesk is affordable software for all small businesses as it offers a free plan for up to 10 agents. Note that this cloud-based customer support software manages user queries in the form of tickets.
Features
- Unifies communications across channels (email, phone, chat, social media, WhatsApp, and website) in one platform.
- Categorize, prioritize, route, and manage tickets.
- With Collaboration tools, connect and collaborate with your team members.
- Automate repetitive tasks.
- Deliver self-service via Freddy AI chatbot, knowledge base, and forums.
- View curated, custom, and CSAT reports on your dashboard.
Monthly Pricing Plans
- Free trial – 21 days
- Free
- Growth – $18/agent
- Pro – $59/agent
- Enterprise – $95/agent
#9 HubSpot Service Hub
Many of you may know HubSpot for its marketing and sales tools, but it also has a customer service platform called Service Hub. In case you are already using its other products, then you have the advantage of integrating it with Service Hub.
Features
- Contains a shared inbox, helpdesk automation, conversational APIs, and playbooks.
- Create a customer portal, knowledge base, and feedback surveys.
- Supports inbound calling, live chat, VoIP calling, and omnichannel messaging.
- Provides helpdesk & ticketing, team management, SLAs, and service analytics.
Monthly Pricing Plans
- Free
- Starter – $45/2 users
- Professional – $450/5 users
- Enterprise – $1,200/10 users
#10 Salesforce Service Cloud
Salesforce has many products. Among them, Service Cloud is the one designed for customer service agents and managers. The main advantage of Salesforce Service Cloud is being able to connect it with other Salesforce products.
Features
- Automate your daily basic tasks.
- Let your agents handle cases using built-in tools from the Agent workspace.
- Based on skill and expertise, automatically route the cases from any channel.
- Embed knowledge base articles in your website, app, portal, and community.
- Integrate cloud telephony into your service console and unlock AI productivity tools.
- Also, it provides video support and customer service incident management tools.
Monthly Pricing Plans
- Free trial – 14 days
- Essentials – $25/user
- Professional – $75/user
- Enterprise – $150/user
- Unlimited – $300/user
#11 Zoho Desk
Known for its CRM products, Zoho has been delivering support solutions for years now through Zoho Desk. It is a ticketing software that provides omnichannel support. Moreover, it has a contextual AI called Zia that acts as a reply assistant, KB bot, etc.
Features
- Build a self-service portal, knowledge base, and community forum.
- Automatically organizes any open tickets.
- Using Teams your agents can collaborate with each other.
- Manage SLAs and escalations.
- Automate workflows, ticket assignments, etc.
- Custom functions and SDKs to create mobile apps.
- Get timely reports.
Monthly Pricing Plans
- Free trial – 15 days
- Standard – $20/user
- Professional – $35/user
- Enterprise – $50/user
#12 LiveAgent
Now, a cloud-based email support software, LiveAgent initially focused on live channels, especially live chat. Later they added ticketing features using which you can now handle your email interactions.
Features
- Create multiple SLAs by channels.
- Get a sneak peek of incoming chat messages.
- Automate repetitive tasks like routing your chats.
- Supports callbacks, ACD, IVR, and video calls.
- Record calls unlimited times.
- Keep track of all your conversations.
- Receive real-time data insights.
Monthly Pricing Plans
- Free trial – 14 days
- Free
- Ticket – $15/agent
- Ticket + Chat – $29/agent
- All-inclusive – $49/agent
Last Words
We hope the email support software helps you to organize, prioritize, and solve your user requests. You can choose any one of the mentioned software (that is suitable for your business) to simplify user support operations, improve agent productivity, and deliver a better customer experience.
Additionally, if you want an all-in-one email helpdesk software that is perfect for small to large businesses, then we suggest you try Saufter. It has marketing automation, self-service tools, and even agent training & hiring features.
