The best shared mailbox in town
Monitoring multiple email accounts for customer queries is exhausting, and often counterproductive. Queries get lost, forgotten, or go unanswered as they're scattered throughout multiple email accounts of different service agents.
To get a complete overview of your customer service email queries, multiple people need access to one email and that’s where a shared mailbox comes in handy.
Connect all your emails from services like Microsoft Outlook, Office 365, Gmail or a custom email server and benefit from a shared mailbox.
What is a shared inbox?
A shared inbox is a part of our help desk and ticketing solution. Think of it as a smarter version of your Gmail.
Each of your support agents has their own unique login, however, once they log in to the inbox, everyone has access to the same dashboard. Everyone can view all incoming tickets, who's answering what, and what needs to be addressed immediately.
The inbox automatically organizes all queries into departments, orders tickets according to priorities, and assigns responsibilities to individual agents.
Benefits of a shared inbox
Automatically organizes all incoming queries according to priority (SLA, date received, tags) and assigns them to appropriate departments and agents.
Enables your support agents to work on complicated queries together. One agent can pick up where another left off, as all progress gets saved, and agents can leave each other internal notes, chats, or even make internal calls.
Because your agents won't have to waste their precious time monitoring different accounts and switching between devices, they can spend more time providing personalized and knowledgable service to your customers.
Keeps data secure
Because each agent has their own unique login and the need to monitor multiple accounts is eliminated, a shared inbox is the most secure solution for your business and your customers.
How can a shared inbox improve conversion?
Customer satisfaction is closely correlated to customer engagement, conversion rates, and revenue. The more satisfied your customers are, the better off your business will be. By providing your customers speedy, personalized, and knowledegable service, you'll be improving:
As your business grows, it generates more profits, but also more support requests, product questions, and general inquiries. It used to be the case that one person was resposnible for answering emails for your organization, and when they went on vacation the login credentials were simply shared with the agent covering for them. However, it led to confusion, and misunderstandings from a lack of context and transparency.
Sounds familiar? We've got a solution!
LiveAgent offers advanced built-in features that help you manage customer requests from one dashboard in a quick and efficient way.
LiveAgent gives you access to an unlimited history of streamlined communication, and our built-in CRM makes it very easy to share support tickets and their status updates with your colleagues.
Looking for a better shared inbox?
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We offer concierge migration services from most popular help desk solutions.