Email Management Software – Buyer’s Guide
Email Management Software is a tool which will enable you to manage your personal as well as professional emails better. Email Management is a tool that organizations that are having large volumes of emails deploy for better management of the email and quick response time for customers. Email Management software aims to create better efficiency in the workforce, faster resolutions, close tracking, and better customer experience.
» What is an Email Management Software?
Email Management Software helps companies to take control of the large volumes of customer emails and enables them to resolve them at a faster pace. Customer experience businesses use this software to ensure no customer email is missed; all of them are answered on time and given the correct resolution. With the help of automation, this software does scheduling, routing, tracking and reporting all at one go; thus, reducing human intervention and reducing bandwidth issues as well.
» What are the Features of Email Management Software?
An Email Management system can yield excellent results to an organization if utilized appropriately. It saves time, enhances productivity, allows a collaborative approach, reduces chances of error, increases customer experience and also improves the overall business. There are certain key features that most Email Management software solutions would include; let’s have a look at a few of them:
› Email Templates: This is one of the essential functions of any Email Management software. Saved Replies or Email templates are very useful tools for the agents who are replying to the emails. Customer queries could be clubbed as per categories and standard responses are made to answer to those queries. An agent need not write the entire email again, he can use a pre-designed template and customize it as per his email query. This saves a lot of productive time of the agents.
› Skill-based Email Sorting: This is a unique feature which comes in handy when involved with large enterprises. You may have a diverse team where each team member may be skilled at a particular task and not competent to handle all tasks together. This skill-based sorting feature allows you to route or allocate emails to respective team members as per their skill set, which they are adept at handling. This increases efficiency as well as reduces error percentage.
› Reporting Capabilities: Analyzing or deriving essential business insights from an inbox manually can be a much cumbersome task and not something which will give accurate results. However, an email Management software will enable this feature for you seamlessly. You can derive reports and insights easily for email software. Reports can be customized as per the requirements.
› Seamless Integrations: Any software that you wish to add to your business should have to be flexible and should be integrated with other tools. That is the most significant feature of the email management software that it seamlessly integrates with your existing tools and apps that you or your teams may be used to avoid any roadblocks. This tool is highly collaborative, and hence it can blend with all apps effortlessly.
› Automated Workflows: Automated workflows increase task efficiency and speed of work. Assigning of emails, checking response time versus scheduled time, checking critical tags and outputs, etc. can all be automated using the email management software. This brings in a lot of efficiency within the team and reduces manual work. With this automation, you can rest assured that your team is only doing quality work during their productive hours and not any repetitive tasks.
» What are the benefits of Email Management Software?
An Email Management Software provides enormous benefits to your organization if it is used optimally. However, all the benefits can be visible over a period of time; they will not be visible overnight. A well thought through the implementation of an email management software can yield an excellent result for an organization. Let’s have a look at some of the benefits:
› Maintains equilibrium within the workforce: An automated scheduler and assigner will ensure that there is an equal distribution of work within the team and not a single person is overburdened with extra work. This tool helps a lot towards employee motivation and upliftment of the company.
› Optimum utilization of the workforce: This is again, an aspect which leads to employee motivation. When the team is assigned tasks as per skill sets, the probability of them achieving targets is higher than in the otherwise situation. And, it is a universal fact that if employees are achieving goals, they will surely be motivated enough to perform better.
› Encourages Collaborative working within teams: The software itself is a highly collaborative tool and binds together many aspects of customer communication. Hence, when people are working together using this collaborative tool, they are bound to build cohesiveness amongst themselves. Moreover, the collation of customer data at a central point enables agents to give a faster and better response to customers.
› Enhances Customer Satisfaction quotient: An automated workflow resulting in better productivity and higher resolution percentage inevitably yields excellent customer experience. The fact that your customers will get their responses on time and with better efficiency, they will undoubtedly be happier with the organization. Moreover, it also reduces repeat customer interactions due to missed emails or delayed email responses. This software will invariably increase the brand value of the company as well.
› Increases Productivity: Automation of the workflow increases productivity as it discards all the unwanted and repetitive tasks that the agents are doing and lets them focus on more productive tasks. By introducing an email management software, you can undoubtedly see a 20-25% jump in your average agent productivity.
› Increased Profitability: An increase in productivity is directly proportionate to the profitability in the business; hence the most crucial benefit of the email management software is that it increases business profitability.
» What is the Cost of Email Management Software?
Email Management Solutions, if utilized at its best, provide significant benefits to organizations like increased productivity, better customer experience, Increased profitability, and a cohesive work environment. Some software solutions also come with a guaranteed delta improvement target like a 30% increase in Sales productivity or 25% increment in Leads or 20% increase in overall revenue etc.
Many such email software solutions are available in the market which provides all or most of the benefits to companies. You can choose a compatible software as per your requirements and also get some further customizations added to it. Most Email software solutions come with a free trial offer or period as well so that you can test the software and see the benefits yourself before adapting it full-fledged. The price of software depends on your requirements and size of your organization and the kind of customizations you would want on it. Most companies also have chalked out some plans for users wherein they can choose a plan best suitable for them. These plans mainly depend on the number of subscribers or the users using this interface or also on the tenure for which you will be using the solution. A basic plan would typically start at $10- $12 and go up to an advanced solution of up to 99$ as well. It depends upon how large is your requirement.
An email management software is extensively used these days by large organizations, especially customer service contact centres who handle large volumes of customer emails. Having understood the complexity of managing the email process manually, many companies are now shifting to this advanced tool for better efficiency in business.