What is a shared inbox system?

Many online systems say they are 'shared inbox systems' but what exactly does this mean and what should users be watching out for. This article will hope to explain these questions.

Shared Inbox

A shared inbox system is a tool or platform that allows multiple people to access, manage, and respond to emails (or other communication) from a single email account or inbox. It’s commonly used by teams or organisations where several individuals need to collaborate on handling customer inquiries, support tickets, or general communication.

These types of system allow multiple team members to access and respond to customer inquiries, making it easier to collaborate on complex issues. Team members can leave internal notes, tag others for follow-up, or assign tickets to ensure that everyone stays on the same page.

What to look for in a Shared Inbox system

When evaluating a shared inbox system for your customer support team, here are five key factors to consider:

1. Collaboration Features: Look for tools that allow seamless teamwork. Features like internal notes, @mentions, or tagging help agents communicate effectively within the shared inbox without cluttering the customer-facing messages. Shared drafts and the ability to assign conversations are also helpful.
2. Automation and Workflow: Ensure the system has automation options to route tickets to the right person or team, set up rules for prioritisation, and automate common responses. This will save time and reduce manual errors, allowing your team to focus on more complex issues.
3. Integrations: The shared inbox should integrate well with other tools your team uses, such as CRM systems, helpdesk software, or analytics platforms. This centralises all necessary information and improves the efficiency of your workflow.
4. Reporting and Analytics: A system with built-in reporting will help you track team performance, monitor response times, and identify bottlenecks. Having access to this data ensures you can make informed decisions to improve your team's efficiency and customer satisfaction.
5. Scalability and Flexibility: As your team grows, you'll want a shared inbox solution that scales with you. Consider whether the tool can support more users, additional features, and whether it's flexible enough to adapt to changing needs, such as adding new channels or custom workflows.

Emson is a Shared Inbox system that offers all these features and more. Click here to get started.