10 best customer email management software in 2024

What is email management software?

An email management software, or EMS, helps manage the massive volumes of emails a business or organization receives. It lets you efficiently organize emails, prioritize, and interact with them effectively, saving time and increasing productivity. 

An EMS’s prowess extends beyond mere email support, proving invaluable for handling a deluge of mail in various scenarios like campaign feedback or multinational company service desks. 

Additionally, it also promotes team collaboration and helps optimize your sales pipelines.

Top 10 email management software

Leading businesses are switching from a range of clunky legacy software to cloud-based customer experiences software like Freshdesk Omni, to stay flexible and agile. Let’s dive deeper into the capabilities of these best five customer experience management software solutions.

1. Freshdesk Omni

Freshdesk Omni can be your ultimate email management software with multiple features. Leveraging the power of generative AI, Freshdesk Omni helps you automate self-service across multiple communication channels with bots that let you reach out to customers where they are.

The tool unifies all customer information in one place, boosting agent productivity. It supports advanced ticketing with superior team collaboration to solve customer inquiries immediately. Couple this with team insights and AI-powered workflow automation, and you have a highly intuitive solution to bolster your team's productivity.

With 60000+ businesses relying on this impactful email client, users prefer it for its host of features, seamless interface, and enhanced customer service software.

Key Features:

Freddy AI Agent

Freshworks’ state-of-the-art AI-powered self-service tool helps incorporate automation across various channels. AI agent that come with the tool can help address up to 70% of conversations independently. This performs three primary functions -as part of minimizing wait times, increasing the rate of problem resolution, and reallocation of teams’ temporal resources towards other important matters. 

Freddy AI Agent can simultaneously answer queries and address problems through multiple channels, allowing customers to get a hold of them from any platform. 

Freddy AI Copilot

Freshworks provides all team members with Freddy AI Copilot, the always-on cutting-edge virtual assistant. It critically assists customer interactions by empowering reps with suggested responses, recommended actions and summarized events so they are always at the top of their game. 

Unified workspace

With Freshworks, agents can have the luxury of viewing all customer interactions across multiple platforms in one place. This allows agents to stay up to date with all new services or products a customer might be interested in and to track the platforms that customers have been recently active on. Reps can then customize and personalize their service strategies on the fly. 

Revolutionary ticketing systems

Connecting with colleagues can be a hassle within a complex departmental structure adopted by most corporates. Freshworks’ advanced ticketing system allows team members to forgo all the corporate bureaucracy and reach out to colleagues faster than ever. This, in turn, exponentially raises the speed of resolution. 

The system can help track accountability and keep all the data in one place, allowing for easy access to important information. 

Powerful insights

Swarmed by problems, conversations and issues from all sides, reps often aren’t able to focus on making the best decisions. Freshworks offers solutions in the form of detailed reports and the generative AI module, Freddy AI Insights. It's an AI tool that proactively monitors and analyzes performance data, looking for avenues to boost productivity and resolve issues. 

Workflow automation

Repetitive tasks can eat up precious hours from an agent’s work day. Remedy this by utilizing Freshworks’ powerful workflow automation module. It uses artificial intelligence to streamline and automate the workflow, taking care of simple and repetitive tasks, thus freeing up valuable time for your team members. 

Integration support

Freshdesk Omni comes with multiple integration options. You can now use one of the best CRM tools on the market alongside your other favourite apps. Freshworks Marketplace provides a plethora of free and premium apps for you to integrate with the base suite. This includes, but is not limited to, applications like Shopware 6 Connector, Ticket Parsing App, Multi-language AI Smart Assist, Approval Automation, etc. 

Invulnerable security

Freshworks understands how valuable your data is, and as a custodian of your customers’ data, Freshdesk Omni has incorporated a multi-fold model of security architecture. End-to-end security is a mainstay in all product lifecycles. Other security features like dedicated Virtual Private Clouds (VPCs), perimeter security, access controls, encryption, malware and spam protection, etc., all come together to provide users with a highly secure work environment. 

Pricing:

Starts at USD 29/agent/month, billed annually for the Growth version. The Pro Version costs USD 69/agent/month, and the Enterprise version costs USD 109/agent/month if billed annually.

Why do people like Freshdesk Omni?

Freshdesk Omni elevates your customer service experience. Users admire its user interface and seamlessly customizable layouts. 

The efficiency increase that users have noted after using Freshworks’ automation features for both workflow automation and partial customer interaction automation has piqued the interest of many parties. 

The software is able to integrate with other popular tools and platforms, thus contributing to a more comprehensive and connected business ecosystem. Many praise Freshworks’ predictive insights and assistive AI as it expedites the decision-making and issue-resolution process.

Freshworks’ pricing structure is also among the best. Most users are surprised by how much they can extract from the tool, even with the lowest price options relative to other similar software.

You can find out by trying it out yourself. Start your free trial immediately without giving Freshworks any credit card information.

Start your free trial now!

2. Hiver

Hiver is an email management tool focused on collaboration and productivity on Gmail. It supports assigning tasks to specific team members, shared drafts, workflow automation, and other useful features to boost email productivity. The tool integrates directly with Gmail, offering all team members a hassle-free way to work together.

Key features

• Automation capabilities (in the PRO plan)

• Collaboration across entire teams

• Support for integrations like Asana, Aircall, Jira, and others

• Multichannel support

Pros and cons of Hiver

Pros:

• Works well within Gmail

• Hosts many useful features

• Claims to offer 24×7 support across all pricing plans.

Cons:

• Lack of ticketing features 

• Expensive pricing

• Some users have faced difficulty in setting up the software 

Pricing

Starting from $15 Per Month

3. ZenDesk

Zendesk’s email management software is an intuitive tool that helps to improve customer experience. Its predefined responses allow you to shorten response times, while AI support and automation help hasten laborious, redundant processes.

The tool comes with omnichannel customer support and other valuable features, such as email routing and support for integrations. 

However, the tool may be complicated for small businesses to set up and use.

Key features

• Omnichannel customer support

• Routing and intelligence

• Analytics

• AI and automation capabilities

Pros and cons of Zendesk

Pros:

• Intuitive interface

• Ticketing capabilities

• Voice support to engage with customers directly

• Availability of many integrations

Cons:

• Limited customization options

• High costs

• Setting up integrations can be challenging

• Zendesk customer support has mixed reviews

Pricing

The Zendesk pricing starts at USD 55 per agent/month for the Team Plan.

4. HappyFox

HappyFox is a well-designed, cloud-based customer ticketing software that converts email, phone, chat, and web requests into tickets. Besides, it allows for personalizing ticketing forms, workflow automation, and reporting. 

The tool comes equipped with several predefined canned responses to accelerate customer service. You can access reports, allot tasks, set up automation, and opt for integrations. 

Despite all its features, the HappyFox UI may look complex and cluttered to some users who have reported difficulty setting things up.

Key features

• Convert email, phone, chat, and web requests into tickets 

• Automate redundant workflows

• Analyze help desk metrics

• Customizable support experience with custom fields, forms, and workflows

Pros and cons of HappyFox

Pros:

• User-friendly interface

• Multichannel support

• Robust ticketing system

• Canned responses

• Well-defined knowledge base

Cons:

• HappyFox can be expensive, especially for smaller businesses

• Limited level of customization in reports

• Integrations can be complex to set up and configure

Pricing

Depending on the number of agents and the program you pick, HappyFox may cost you anywhere from USD 26 per agent/month to USD 1,499/month for an unlimited agent annual plan.

5. Front

Front is another email management solution that helps you offer seamless customer service by streamlining team conversations. Apart from providing you with all customer data at a glance, it supports automated email routing, omnichannel, and live customer support. The tool also supports a multichannel view so that you can view all critical data from email, SMS, social media, live chat, and WhatsApp in one place.

Key features

• Shared inbox

• Integrations

• Live chat

• Automate your workflows

• Tackle support requests with support for shared drafts and internal collaboration tools

• Provides actionable insights

• Fast and personal responses

Pros and cons of Front

Pros:

• Support for advanced integrations

• Quick and easy to use

Cons:

• No free version

• Can be expensive

• Limited features in mobile application

• Users have reported several integration-related issues

Pricing

The Starter pack for small businesses is priced at USD 19/seat/month. However, the recommended growth plan for most businesses starts at USD 59/seat/month.

6. HelpScout

If you have shared inboxes, HelpScout is another capable tool to help cater to your customer base. Using the shared inbox, teams can collaborate more efficiently with messages addressed to “@hello” or “@all,” while customer support reps enjoy handy access to vital customer information.

Its feature set includes support for live chats, customer data, and detailed reporting, among others. With email management features, you get reminders for duplicate emails and alerts for duplicate responses. The tool also supports 50+ integrations.

Key features

• Shared Inbox

• Workflow automation

• Ticket creation

• Live chat

• Knowledge base

• Reporting

Pros and cons of HelpScout

Pros:

• Simplistic UI

• Good customer support

Cons:

• Users have reported occasional glitches

• Lack of advanced features

• Lack of advanced customization

• Limited knowledge base capabilities

7. Brevo

Brevo (formerly Sendinblue) offers a host of customer management solutions, one of them being its email marketing platform. Using this tool, you can trigger creative email marketing campaigns and manage them effectively. You can also send personalized transactional emails and visualize them on an ordered dashboard.

The Brevo Suite comes with a free plan across all its product segments.

Key features

• Email campaigns with customizable email templates

• Universal inbox

• Automation capabilities

• Live chat

Pros and cons of Brevo

Pros:

• Many ways to design an email

• Easy to use

Cons:

• Reports on email campaigns can be rudimentary

• Diverse menu options due to a diverse product offering may look confusing

• Users have complained of limited design options

Pricing

The tool offers a free version with paid plans starting at USD 25.

8. Superhuman

Superhuman is a modern customer email management software with embedded AI capabilities. Built for teams working on Gmail or Microsoft Outlook, the tool uses AI to compose quick replies to your emails. It supports email splitting—a feature that lets you sort emails into different sections based on priority. It also reminds you to take follow-ups and has other important email management features for large teams.

Key features

• Undo send

• Split inboxes

• Avoid duplicate emails

• AI capabilities

• Follow-up reminders

• Contact info

Pros and cons of Superhuman

Pros:

• Easy to use

• Saves time creating and composing emails

• AI-powered email assistant

Cons:

• Long surveys before you get to use the app

• Long wait times to be accepted to use the software

• Offers basic email functionality without access to features like analytics and reporting

• High-end pricing

Pricing

Begins at 30 USD/agent/month

9. SaneBox

Yet another AI-powered email management solution, SaneBox, helps segregate emails based on priority. This gives your sales and support teams a seamless email communication experience, free from the distractions of unimportant emails, such as newsletters.

The tool, however, comes with limited capabilities that do not let you measure team productivity or route emails.

Key features

• AI-powered email segmentation

• Block unwanted senders 

• Do-not-disturb mode

• Follow-up reminders

• Sync attachments to the cloud

Pros and cons of SaneBox

Pros:

• Easy to set up and use

• Promotes productivity

• Affordable

Cons:

• Limited functionality

• Lack of reporting metrics

• Could be more visually appealing

Pricing

The cheapest plan with support for one email account and two features starts at USD 3.49/month

10. Mailbird

Mailbird lets you customize your mailbox with aesthetic backgrounds while supporting multiple email accounts. The software solution supports integrations, an AI-powered writing assistant, and a dark theme, among other features.

Key features

• Support for inbox customization

• AI-powered writing assistant

• Dark mode

• Multi-language support

• Shortcuts

• Custom sounds

Pros and cons of Mailbird

Pros:

• Supports multiple inboxes

• Simple and intuitive interface

• Many integration options

Cons:

• Users have reported app crashes

• No mobile app

• The app can eat up lots of system memory

Must-have email management software features

An effective customer email management software does much more than handle emails; it completely overhauls how you work around them. 

Here are some essential features you must look out for while choosing from the various EMS providers available in the market:

1. Customer profiles

For efficient customer service, your email management software needs a customizable customer dossier with pertinent contact information, business details, and past interactions. This helps your team quickly respond to delivery-related questions by reviewing the profile and identifying what was ordered and its delivery status.

2. Quick replies and auto-replies

Quick replies come in handy to save you from the trouble of typing out similar responses repeatedly. You can compile a repository of frequently used responses and send them with a single click through your email management software. 

Advanced email management software solutions such as the Freshdesk Freshdesk Omni offer features like chatbots that save more time by solving customer issues before they reach your email.

3. Reporting

Keeping tabs on email usage is essential. Therefore, your email management system should provide insightful reports, including response rates, closure rates, email volume, and customer satisfaction metrics. Equipped with numbers, your team can figure out what works and what does not.

4. Integrations

Integrations streamline your workflow—no more toggling between tabs and fiddling with email settings whenever you want to change something. Your email management software should ideally seamlessly connect with the apps your team or business uses. 

It's not just about integrating workflow apps but also linking with web shops like Shopify and Lightspeed or sites like Google Workspace.

5. Automated workflows

Imagine your inbox taking care of itself. It is possible with automated workflows. Automated workflows handle tasks like tagging, assigning, and forwarding emails. This means less manual work and more streamlined operations. 

6. Collaboration features

A shared team email is crucial to working seamlessly via email. The best email management software should allow users to manage a single email address collectively. It must also provide the ability to tag members in email threads for smooth internal discussions. 

A shared inbox offers a comprehensive information view and facilitates faster mail closures.

Benefits of email management tools

Investing in an email management tool is paramount for your business. With email software, you not only close deals or follow up with customers faster, but you can also improve employee productivity and customer satisfaction. 

Here are some more reasons to consider email management software:

• Enhances employee productivity: With quicker access to relevant info and features such as agent routing and omnichannel customer views, email management software lets you service more customers with less effort.

• Reduces email volume: Powerful email software like Freshworks Customer Service Suit wards off many customer emails through chatbots that answer and resolve common customer queries.

• Builds better customer relationships: Everyone loves quick replies and faster resolutions. Email management software lets you do just that. This translates to happier customers who stick around.

• More secure emailing: An email management software provides for more secure emailing with features such as encryption.

• Valuable insights: An efficient sales software generates valuable insights that help monitor agent productivity or figure out areas that need improvement.

Discover Freshdesk Omni

Why Freshworks Freshdesk Omni is the right choice for you?

Looking for the best email management software? Your search ends with Freshdesk Omni, which provides all the necessary email management features to manage huge volumes of emails efficiently.

To begin with, Freshworks is easy to use. From start-ups to enterprises, brands across the globe have been using Freshdesk Omni. The software supports an omnichannel ticketing approach to help you strike a chord with your customers. Moreover, with its powerful automation capabilities and Freshbot support, you can reduce mail volumes significantly while minimizing wait times and maximizing customer satisfaction. 

Freddy AI Copilot is a cutting-edge virtual assistant embedded into Freshdesk Omni to help your representatives by suggesting optimal real-time responses, recommending actions, and summarizing events.

Freshdesk Omni allows for seamless team collaboration by always making relevant data available to team members, drastically reducing lapses due to miscommunication. Freddy AI Insights, the generative AI, analyzes data at high speeds and gives you optimal solutions for the best possible outcomes. 

If you are looking for an all-in-one email management app that is also affordably priced, Freshdesk Omni is your ideal pick.

Start your free trial now!