A universal inbox is a unified inbox that enables you to access all your messages from one place. The inbox can fetch and streamline emails, phone calls, social media messages, knowledge base tickets, and live chat messages into one dashboard, making it a must-have tool for customer support departments.
On top of all that, a universal inbox enables users to answer all incoming messages directly from the inbox (without having to monitor/log in to each communication channel and device).
Why is a universal inbox a must-have feature for all businesses?
A unified inbox is a must-have for all businesses, solopreneurs, and enterprises because it:
- Streamlines all messages from multiple accounts into one inbox
- Keeps all queries organized according to importance and date received
- Provides shared user access (multiple users can be logged in at the same time via their unique login credentials)
- Improves agent efficiency
- Is more secure
- Improves customer satisfaction and experience (more context for agents, less repeating for customers)
- Speeds up response time
- Automatically assigns tickets to departments and agents
- Can be used for multi-brand support
What features does the LiveAgent universal inbox have?
LiveAgent’s unified inbox has a ton of useful features that make it a must-have product.
Automatic ticket routing
Each message that’s received in your universal inbox will be automatically assigned to an appropriate support agent, eliminating any confusion or loitering amongst your staff. Each agent will know exactly which messages they need to answer, resulting in higher productivity levels and more efficiency.
Time and trigger-based automation rules
The universal inbox can free your agents from mundane and repetitive administrative tasks. By creating specific time and trigger-based automation rules, your inbox will be able to execute tasks like following up on emails or marking tickets as spam.
Stand out from your competitors with a strong customer service culture
Handle all customer inquiries from one interface. Start improving your customer service with a free 30-day trial today!
Tags and filtering
Finding tickets inside your universal inbox can be a piece of cake if you use the right tags. Tags can be added to every ticket to help you with filtering in addition to providing an at-a-glance overview of each ticket’s contents.
Real-time typing-view and native chat widget
The universal inbox gives you a real-time preview of what your customers are typing into the live chat widget that’s placed on your site. Getting a sneak peek of your customer’s messages before they hit send gives your agents extra time to find the information that they need to impress your customers with knowledgeable, personalized, and timely support.
Integrating a ticketing tool with a CRM has many benefits for customer support teams. The integration enables agents to view customer purchase history, previous communication, or satisfaction ratings directly in the system. Having important customer information right at your fingertips is priceless. LiveAgent’s universal inbox has a built-in CRM ticketing tool that gives you the opportunity to create custom CRM fields to store all the necessary information about your customers, including past purchases, tickets, and more.
Call center capability
As previously mentioned, the universal inbox can be used as a blended call center as well. It’s got all the bells and whistles of a modern call center solution including IVR, ACD, call transfers, callbacks, and more.
The universal inbox wouldn’t be complete without a real-time collaboration option. Just like in Gmail, you can chat with your online colleagues directly inside your LiveAgent inbox.
Agent collision detection
The universal inbox is better than most traditional email clients like Outlook and Gmail because it alerts you when you’re stepping on another agent’s turf. For example, if you’re about to start answering a ticket that another agent is working on, the system will automatically alert you.
Private notes and reminders
Private notes are another great universal inbox feature. Whenever you’re inside a ticket thread, you can create a private note that only you and other agents can see. This can serve you as a future reminder or help bring others up to speed.
What will be pushed into the universal inbox?
- Emails from multiple email addresses
- Live chats
- Phone calls (can register an unlimited number of VoIP phone numbers)
- Facebook messages and comments (can connect with multiple Facebook accounts)
- Instagram comments and mentions (can connect with multiple Instagram accounts)
- Tweets and Twitter comments/mentions (can connect with multiple Twitter accounts)
- Viber messages
- WhatsApp messages
- Feedback and suggestions
- Contact form messages
What does it look like/how does it work in practice?
What is an universal inbox? If you’re wondering whether your customers will be able to tell that you’re using a universal inbox to answer their phone calls, live chats, Viber messages, WhatsApp messages, Tweets, or emails, the answer is no. Check out how it works in this detailed video tutorial.
Getting your universal inbox ready
To ensure you’re utilizing your universal inbox to its fullest potential you’ll have to connect it with all your email accounts, social media profiles, and phone numbers. You’ll also have to place our live chat widget on your site and create a LiveAgent support portal. Not sure how? Check out this getting started guide.
There are many ways a universal inbox can make your customer support ticketing solution more efficient and help improve your customer satisfaction.
How can you benefit from the universal inbox?
- LiveAgent’s unified inbox can save you both time and money as your agents will spend less time monitoring a multitude of accounts and devices
- It can help you provide faster support
- It can help you provide more personalized responses thanks to our built-in CRM that’s on hand whenever you’re answering customer queries
- Answering customer queries through LiveAgent’s universal inbox is more secure as all tickets are stored in a shared universal inbox that can be accessed by every support agent. This means that you don’t have to worry about:
- Sharing email/Facebook/Instagram/Twitter login credentials with multiple employees
- Staying logged in on public devices
- Losing devices that are logged into your email or social media accounts
- Competitive advantage– LiveAgent is one of the few universal inboxes that integrates with both Instagram, WhatsApp and Viber
It’s a pleasure to have a great portal that improves our customer service.
LiveAgent empowers our agents to provide better, faster, and more accurate support.
LiveAgent helped us to achieve 2 important goals: increase customer satisfaction and sales.
We have been using LiveAgent since August and we are really satisfied with it.
Since we are using LiveAgent our response time improved by 60%.
Our paid customer conversion rate went up 325% the first month we've set up and actively started using LiveAgent.
I have to say, I have never experienced such a professional customer approach.
The Workplace Depot
We find LiveAgent to be the best live chat solution by far.
We use LiveAgent on all of our ecommerce websites. The tool is easy to use and improves our productivity.
With LiveAgent we’re able to give our customers support wherever they are.
I can recommend LiveAgent to anyone interested in making their customer service better and more effective.
I'm sure we would spend 90% of our day sorting through emails if we didn't have LiveAgent.
All British Casino
With LiveAgent we are able to keep our players happy by offering more efficient support resulting in higher return rates.
LiveAgent is reliable, reasonably priced, and simply a great choice for any fast-paced online business!
We like it because it is easy to use and offers great functionality, such as useful reporting features.
We love LiveAgent - it makes supporting our customers easy.
We like to offer our customers the best support experience. That’s why we chose LiveAgent.
From setup to ongoing support and everything else in between, the team at LiveAgent continues to impress.
LiveAgent saves us hundreds of precious minutes every day by making customer service clear and in order.
Unlimited agents, email, social media, and phone integration. All that for less than we were paying with our previous provider.
We’ve been using LiveAgent since 2013. We can't imagine working without it.
It's a cost-effective solution that can help you with a large amount of support requests via different channels.
Antalya Consulting Language Center
Answering emails from Outlook was so hard to manage. With LiveAgent we're sure every email is answered in time.
LiveAgent is so awesome. With very little time and effort I had it up and running smoothly in a few...
Timothy G. Keys
I highly recommend the LiveAgent product, not only as a Kayako alternative but a much better solution with added value.
The support team always responded promptly with quick to implement solutions.
It helps us categorize the nature of the tickets and statistically track what our clients need most.
We see LiveAgent as a great tool for communicating with customers.
LiveAgent sped up our communication with our customers and gave us an option to chat with them as well.
Simply put - LiveAgent beats everything out there at this, or even higher, price-points.
Knowledge base resources
- How to add agents and users
- Configuring mail accounts
- Creating chat buttons
- Connecting Twitter
- Connecting Instagram
- Connecting Viber
- Connecting Facebook
- Connecting WhatsApp
- Setting up the call center
- Creating a customer portal
Ready to try the universal inbox?
Discover just how easy it is to provide personalized, timely, and knowledgeable support with LiveAgent’s universal inbox. Start your free 30-day trial today. No credit card required.
Tired of managing multiple communication channels?
LiveAgent's Universal Inbox feature is your solution! Discover how you can effortlessly consolidate emails, chats, social media messages, and more in one unified inbox.
The given text discusses various telecommunications and technology service providers, including options for email servers. These providers offer a range of services such as virtual PBXs, live video calls, CRM software, cloud services, call center solutions, and time tracking apps. They also pride themselves on having user-friendly interfaces and excellent customer support. The text promotes LiveAgent, a customer service software, and encourages readers to sign up for a free trial.
Verve is a unified brand of three companies offering UCaaS and broadband solutions. They provide world-class global communication services with personalized attention. LiveAgent and Verve have partnered for seamless integration at no extra cost.
Voxtelesys offers communication solutions like SIP Trunking and Cloud PBX for businesses. LiveAgent partners with Voxtelesys for seamless integration at no extra cost, enhancing communication capabilities.
GetResponse is a web-based email marketing service that offers scheduled messages, automation, and customer management in one interface. It also integrates with LiveAgent for easy and automated campaigns.