11 Top Email Management Tools for Customer Service in 2024

Why did the email management platform go to therapy in 2024? It had too many attachments and couldn't handle its emotional baggage! LOL. 

Jokes aside,  a customer service agent's inbox can quickly become overwhelming, filled with emails of varying importance and sentiment. Without the right tools, it's easy to lose track of urgent messages or fail to respond to sensitive ones promptly. The key to staying on top of your email game is using effective email management software. These powerful tools can manage, prioritize, send, track and assign emails automatically, ensuring you never miss a critical message and maintain optimal productivity. 

Now, what exactly is an email management tool, what are the available options in the market, how to choose the right one and what kind of features to prioritize, are some of the questions that you might have. Let’s answer them one by one. 

What is email management software? 

Email management software is a tool leveraged by small, medium and large companies to streamline and optimize their email communications. It involves managing and organizing the email inbox, automating email workflows and prioritizing important messages. 

These email management tools can be used to streamline email communications about customer service, marketing or sales. Each function demands a different set of features in the email management software. For this article, we will focus on the customer support side of email management systems that benefit from features like email routing, tagging, shared inbox, productivity tools, centralized management and integration with other customer service channels like live chat and social media. 

📜History and evolution of email management software 

In the beginning, email was a simple tool, allowing people to communicate with their near and dear digitally. As more people joined the digital world, and the scope of how emails were used expanded, the volume of emails grew, and managing them became a challenge. 

Just as humans evolved from basic tools to more sophisticated technologies, email management software also advanced.  

🏁 In the 1980s, the introduction of POP and IMAP protocols allowed users to access their emails more efficiently. This allowed users safe access to emails and let businesses reach the right inboxes.  

🏁 In the 1990s, software like Microsoft Outlook and Lotus Notes integrated email with other business tools, making email management more efficient and productive. 

🏁 The late 1990s and early 2000s saw the rise of web-based email services like Hotmail and Yahoo Mail. These services revolutionized email management, making it accessible from anywhere with an internet connection. 

🏁 As the digital age progressed, email management software continued to evolve. Shared inboxes, automation and integration with other business applications became standard features, like the development of complex societies. 

🏁 Today, email management software is a sophisticated tool, integrated into omnichannel communication platforms, providing businesses with the ability to engage with their customers effectively across multiple channels. 

Key benefits of email management system  

For small businesses, email management software helps with email customer service, managing customer communications efficiently, aiding in customer retention and business growth. Medium-sized businesses benefit from improved team collaboration that email management systems offer, leading to enhanced overall productivity and efficiency. Large enterprises gain scalability and integration capabilities, allowing them to handle complex customer service workflows involving multiple touchpoints.

Additionally, they can extract data from customer service emails and integrate it with CRM systems seamlessly and efficiently. Overall, email management platforms offer several key benefits for businesses of all sizes: 

1. Efficiency: Streamlines email handling processes, saving time and reducing manual effort via features like contact and task management 
2. Organization: Helps organize, prioritize and tag emails, attachments and contacts for easy access and retrieval. 
3. Productivity: Through centralized management, it improves team collaboration and communication, leading to increased productivity all around. 
4. Customer service: Enhances customer service by enabling prompt, personalized and on-brand responses to email inquiries. 
5. Scalability: Scales to accommodate the email volume and needs of businesses of all sizes. 
6. Integration: Integrates with other business systems like CRM and project management tools for seamless workflows. 
7. Legal compliance: Ensures legal compliance with advanced security features like encryption and policy enforcement for email usage.  

Learn More: Why Email Customer Service Is Integral to Brands 

Email management software vs. Email clients 

Email clients are like hatchback cars, good for getting you from A to B, sending and receiving emails whereas email management software is like a fully loaded SUV, with comprehensive productivity and organization features that go beyond basic email retrieval. Let's understand the difference between them in detail. 

11 top email management software in 2024  

We have listed 11 prominent email management software with their best features, pricing information, trial availability and customer reviews for easy comparison. Find the right fit for your organization and start efficient email management right away.  

Sprinklr

Sprinklr email management functionality uses the most sophisticated AI engine to automate and optimize email workflows, ensuring timely responses and personalized interactions. AI-driven features help businesses manage large volumes of emails flowing in from multiple accounts, routing them efficiently to the right team, which results in improved productivity and customer satisfaction. It supports rich media attachments to emails and macros for routine actions, which makes troubleshooting a breeze for agents. 

Your agents can also access emails within an omnichannel experience since Sprinklr caters to 35+ channels, allowing them to switch channels without context loss. 

Let’s learn about its standout features below.  

🚀 Top features   

1. Case management 

Sprinklr's email management software creates cases or tickets from customer emails, tagging its severity level so high-priority messages are bumped up in the queue. Email-turned-cases are sent to the right team quickly with complete context, enabling quick resolutions. Automating some tasks, like creating cases and using shortcuts for common actions (macros), speeds up email customer support significantly. Last but not least, being a unified support solution, Sprinklr is able to collate emails across different email clients and support channels on one dashboard, making it easier to manage everything in one place. 

 2. CSAT prediction

Sprinklr revolutionizes customer satisfaction prediction. Through AI, it detects dissatisfied customers, forecasts satisfaction scores and equips agents with insights for more effective interactions.     

You need an all-in-one customer experience platform, a Unified-CXM platform that ensures a seamless customer experience across all channels. Additionally, Sprinklr ensures that every email response aligns with your brand, enhancing customer satisfaction and loyalty. 

3. Agent empowerment

Sprinklr's email management boosts agent productivity by making their workflows smoother and more intuitive. Agents can view email tickets in a familiar Gmail-like Thread View, easing new users into the system quickly. Canned responses and quick actions based on historical interactions help agents stay on top of important emails, reducing workload and speeding up response times.

Sprinklr AI detects engageable emails, scoring their sentiment, severity and intent, ensuring that agents never miss responding to critical messages. This combination of features helps agents manage their emails efficiently and effectively, increasing overall productivity.  

4. Integrations with other platforms

Sprinklr email management excels in enabling seamless integration with various platforms, enhancing communication and productivity. Whether it's integrating with external CRM software for streamlined customer interactions, knowledge bases for comprehensive support, or CCaaS for seamless communication, Sprinklr ensures a cohesive workflow.   

Overall Verdict 

Sprinklr's email management software boasts an impressive G2 rating of 4.6 stars, offering a wealth of disruptive features. One key benefit is its seamless integration with other customer service channels, enabling businesses to connect with customers directly across multiple channels with personalized messaging.  However, some users may find Sprinklr's extensive features overwhelming, so Sprinklr offers a personalized onboarding process and access to success managers to shorten the learning curve. Overall, Sprinklr's email management software is a powerful tool for managing customer engagement through email, offering advanced analytics, automation and customization options that enhance businesses' email marketing strategies.      

💪 Strengths

"Sprinklr is a true one-stop shop. Your knowledge base, internal and external, customer contact history, quality assurance, canned responses, metrics and more—it's all in one place. Plus, you have a variety of platforms (e.g., phone support, chat support, email, social media, and forms) with the ability to integrate additional support tools. The AI features are also wonderful and very intuitive! It's very user-friendly and easy to get the hang of." 

💡 What could be better 

"Sprinklr's vast features can be advantageous, but some users may find them to be too much for them." Source: G2  

Pricing: $249 per seat. Check pricing details here. 

Trial: 30-day free trial.  Book your trial in minutes  

Zendesk

Zendesk is a popular help desk software, renowned for its comprehensive email management features. It's designed for enterprise-level customer service teams, offering robust functionality that converts incoming emails into support tickets. Users can easily add tags, custom fields and views to streamline ticket management and ensure prompt responses. The platform excels in customization, allowing organizations to create branded email workflows that align with their unique needs. Like Sprinklr, Zendesk supports omnichannel communication, integrating email, voice messaging, live chat, social media interactions, help centers and customer community. This extensive support system ensures a cohesive and personalized customer service experience. 

🚀 Top features 

• 50MB ticket attachment limit: Zendesk allows attachments up to 50MB per ticket, facilitating efficient handling of large files in customer interactions. 
• Automatic email archiving (Select Plans): Automatically archives emails based on subscription plans, ensuring organized data management and easy access to historical communications. 
• Answer bots for tasks and workflows: Utilizes AI-powered answer bots to automate responses and workflows, streamlining customer support operations and improving response times. 

Overall Verdict 

Zendesk email management software offers robust functionality with an intuitive interface, making it easy to set up and navigate. Its email management features, such as unlimited contacts and integration with other platforms, are highly praised. However, the software can become expensive, especially with more advanced plans. While it caters well to various needs, those seeking cost-effective solutions might consider alternatives. 

💪 Strengths 

"We were using Gmail to manage customers inquiries prior to using Zendesk. Zendesk is a hundred times more robust and gives us the ability to stay organized and maintain transparency between teammates." 

💡 What could be better 

"We had to have an engineer setup Zendesk exactly how we wanted for our custom website. Customers who attempt to use Zendesk as their primary customer database often need to take additional measures to keep user data synchronized with other systems. For instance, a user might have multiple records for different phone numbers and email addresses, and form submissions that request phone numbers do not automatically link that information back to the end-user profile. The reporting tool primarily focuses on comprehensive ticket information rather than extracting data associated with non-ticketed users." Source: Capterra 

Pricing:  

• Support Team: $19/mo per seat 
• Support Professional: $55/mo per seat 
• Support Enterprise: $115/mo per seat 

Trial: 14-day free trial available. 

The Ultimate Battle: Sprinklr vs. Zendesk 

HubSpot

HubSpot Marketing Hub is a comprehensive customer service tool that simplifies managing email communication, CRM integration, and campaign tracking. Its user-friendly interface and powerful workflow system make it easy to manage customer contacts and execute campaigns. The platform offers detailed analytics to track email engagement and website interactions, providing valuable insights for improving customer service and campaign effectiveness. 

🚀 Top features  

• Intuitive email management: HubSpot excels in creating and managing email templates, enabling personalized and targeted communication with ease. 
• Advanced workflow automation: Automate repetitive tasks and streamline customer interactions, improving response times and efficiency. 
• Detailed campaign analytics: Track email engagement and gain valuable insights into customer behavior, helping to refine service strategies. 

Overall Verdict 

HubSpot Service Hub excels in enhancing customer service management with standout email management features. Users appreciate its intuitive interface, robust email template creation, advanced workflow automation, and detailed campaign analytics, all seamlessly integrated with the CRM. The platform centralizes customer interactions, automates tasks, and offers comprehensive analytics, significantly boosting productivity and customer satisfaction. While some users miss offline access and find attachment handling cumbersome, the overall benefits make HubSpot Service Hub an invaluable tool for streamlining service processes and improving communication efficiency. 

💪 Strengths 

"HubSpot Service Hub integrates seamlessly with all other aspects of the HubSpot CRM suite, ensuring that all roles have access to all open or closed service tickets, providing a clear view of any customer issues. We also appreciate the ability for our teams to use shared inbox management for customer communications, ensuring nothing is lost in individual email accounts. Before implementing Service Hub Pro, small support requests sometimes fell through the cracks, but now we are fully connected with multiple team members contributing." 

💡 What could be better 

"Pricing is a bit complicated, need to estimate your needs correctly to be able to utilize the budget efficiently." Source: G2  

Pricing:  

• Professional: $450/mo 
• Enterprise: $1500/mo 

Trial: 14-day free trial available. 

Microsoft Outlook

Microsoft Outlook is a comprehensive email management and personal information tool used by individuals and businesses worldwide. Renowned for its user-friendly interface, Outlook seamlessly integrates emails, calendars, tasks and contacts into one cohesive platform. It offers robust features for sending emails, scheduling meetings and managing daily tasks, making it indispensable for personal and professional use.  

🚀 Top features  

• Shared calendars and scheduling: Microsoft Outlook facilitates shared calendars among team members, enabling seamless scheduling of meetings and events. This feature ensures everyone is on the same page with appointments and availability. 
• Focused inbox: Outlook's Focused Inbox automatically sorts important emails from less critical ones, reducing clutter and helping users prioritize their responses. It learns from user actions to continuously improve email sorting accuracy. 
• Integration with Office 365: Outlook integrates seamlessly with other Office 365 applications like Word, Excel, and Teams. This integration allows for easy file sharing, collaborative editing, and real-time communication, enhancing overall productivity within the Microsoft ecosystem. 

Overall Verdict 

Microsoft Outlook excels as a user-friendly, versatile email management tool, praised for its efficient email handling, comprehensive calendar integration and seamless collaboration capabilities. Despite minor issues like occasional sluggishness, its robust features and reliability make it indispensable for both personal and professional use. 

💪 Strengths 

"The best thing about Microsoft Outlook is how it brings together email, calendar and contacts in a single, easy-to-use platform. The integration with Microsoft Teams and other Office apps makes collaboration effortless. I also appreciate the mobile app for staying connected on the go." 

💡 What could be better 

"While I generally love using Outlook, I find that it can sometimes be a bit sluggish, especially when managing large mailboxes or during heavy use. Additionally, its search functionality, though powerful, occasionally takes a bit longer to index new emails, which can be frustrating when trying to find something quickly." Source: G2       

Pricing: Microsoft offers 4 plans, priced as follows on an annual basis: 

• Microsoft 365 Business Basic 
  $6.00 user/month 
• Microsoft 365 Business Standard 
  $12.50 user/month 
• Microsoft 365 Business Premium 
  $22.00 user/month 
• Microsoft 365 Apps for Business 
  $8.25 user/month  

Trial: 30-day free trial available  

Gmail

Gmail is a robust and secure email management software designed to streamline communication for both personal and professional use. With its intuitive interface and powerful features, Gmail ensures that users can efficiently manage their emails without incurring any cost. The software offers seamless integration with other Google services such as Google Calendar, Meet and Drive providing a unified and productive experience across devices. On Android, Gmail excels with a mobile-focused design that’s purpose-built for smartphones, making email management fast and easy. 

🚀 Top features  

• Advanced email organization: Gmail provides powerful tools for organizing emails, including labels, filters and categories. Users can categorize, prioritize and archive emails effectively to streamline their inboxes and locate messages quickly. 
• Robust security and spam protection: Gmail incorporates robust security measures including phishing detection, malware scanning and spam filtering. Advanced AI algorithms continuously improve spam detection accuracy ensuring a secure email environment for users. 
• Integrated task management: Gmail integrates seamlessly with Google Tasks and other task management tools, allowing users to create, manage and prioritize tasks directly from their inboxes. This integration enhances productivity by keeping email communications and task lists connected and organized. 

Overall Verdict 

Gmail stands out as a leading email management solution with its free, secure and user-friendly interface. While there are some concerns about ads and privacy in the free version, its seamless account management and advanced organizational tools make it a top choice for personal and professional use. Despite minor integration issues, Gmail's overall performance and reliability remain unmatched. 

💪 Strengths 

"Spam blocker is better than anything else out there. The inbox looks clean and emails get through without outages and problems. Calendar management is great. Set up with own domain is exceptional—great layout of Google One, personal administration space." 

💡 What could be better 

"I dislike the way it filters emails into spam sometimes. I have to monitor spam every so often to make sure I didn't miss any important emails." Source: Gmail profile reviews    

Pricing:  

• Business Starter: Approximately $1.67 per user per month  
• Business Standard: Approximately $9.01 per user per month 
• Business Plus: Approximately $16.88 per user per month 
• Enterprise: Contact sales for pricing 

Trial: 14-day free trial available.  

Missive

Missive is a collaborative email management software that enhances team communication and workflow efficiency. Its integration with various platforms and tools allows for seamless organization and automation of customer interactions. Missive's ability to consolidate all channels into a single inbox streamlines communication processes, while its private chat feature within the team ensures secure and efficient task delegation.  Users benefit from its low learning curve that enables quick and easy triaging of messages and tickets. The software's smart functionality and well-thought-out features make it an indispensable tool for businesses looking to improve their team collaboration and email management processes. 

🚀 Top features  

• Collaborative inbox: Enables teams to manage multiple email accounts together in one interface, fostering efficient collaboration. 
• Shared labels and automation: Organizes emails with shared labels and automates tasks like sorting and assigning based on predefined rules. 
• Real-time team collaboration: Facilitates instant communication and feedback within email threads to streamline teamwork and response times. 

Overall Verdict 

While Missive offers seamless integration and efficient task management, some users may find its lack of certain integrations and features limiting. Additionally, setting up and fully utilizing its features can be challenging for some users. Despite these drawbacks, Missive's exceptional customer support and constant improvements make it a viable option for those seeking to streamline their email communication and collaboration. 

💪 Strengths 

"Team collaboration is excellent. I love that we can add shared inboxes and hold conversations between emails. The best feature, to me, is being able to tag someone in the comments and allow them to respond to the email thread from their email." 

💡 What could be better 

"It can be a little challenging to set up and grasp certain features, but that's because there are so many. A piece of advice: take the time to set it up correctly for your needs and you will never look back. Use support when you need it because they are extremely prompt and helpful." Source: G2  

Pricing:  

• Starter: $18 per user per month 
• Productive: $30 per user per month 
• Business: $45 per user per month 

Trial: Not available. 

Help Scout

Help Scout stands out as a highly effective email management solution that prioritizes simplicity and functionality, making it a preferred choice for customer support teams aiming to streamline their operations. Its user-friendly interface and robust feature set cater to diverse organizational needs, enhancing team collaboration and customer satisfaction. 

🚀 Top features 

1. Intuitive user interface: Help Scout's interface is praised for its simplicity and ease of use. It offers a clean dashboard where users can easily navigate between different email categories (e.g., unassigned, mine) and manage workflows without unnecessary complexity. 
2. Workflow automation: The platform excels in automating email workflows, allowing teams to set up both automatic and manual processes effortlessly. This feature significantly enhances efficiency by reducing manual tasks and ensuring timely responses to customer inquiries. 
3. Team management: Help Scout facilitate seamless collaboration among teams with features like shared inboxes and tagging. It enables users to assign emails to specific team members, track progress, and maintain organized communication channels, thereby improving team coordination and productivity. 

Overall verdict 

Help Scout platform's intuitive design simplifies email handling, making it accessible for users of varying technical expertise. It excels in automating workflows, which helps streamline repetitive tasks and accelerate response times to customer inquiries. Additionally, Help Scout facilitates seamless team collaboration through shared inboxes and tagging, enhancing overall communication and task management efficiency. 

Overall, Help Scout offers a straightforward and effective approach to email management, making it a solid choice for teams looking to improve customer support operations with minimal complexity. However, occasional challenges with automation settings and minor technical issues have been reported, which may impact workflow consistency and real-time data accuracy. 

💪 Strengths 

"The ability to have different types of customers or email topics funneled to specific inboxes and teams." 

💡 What could be better 

"The keyboard shortcuts sometimes block certain actions. I often find that when trying to tag, the system thinks I'm using a shortcut and then follows a ticket instead of tagging it." Source: G2 

Pricing:  

• Standard: $20.00 
• Plus: $40.00 
• Pro: $65.00 

 Trial: 30-day free trial available. 

Intuit Mailchimp

Intuit Mailchimp is an intuitive and comprehensive email management software that offers a range of features to streamline your customer service efforts. With its user-friendly interface, you can easily navigate various tools to manage customer interactions and resolve issues. Its automation features allow you to establish targeted and personalized email sequences based on customer behavior, enhancing customer support and satisfaction. 

The platform also offers detailed analytics and reporting, enabling you to evaluate the effectiveness of your campaigns. Additionally, it seamlessly integrates with various third-party applications and platforms, making it easy to synchronize your customer service efforts. 

🚀 Top features 

• Audience manager: Effortlessly segment and manage your audience across different email lists and tags. Intuit Mailchimp's audience manager provides intuitive tools for organizing contacts, tracking engagement metrics, and personalizing email campaigns to target specific groups effectively. 
• Template creator: Design visually appealing email templates that align with your brand's identity using Intuit Mailchimp's template creator. Customize layouts, fonts, and colors easily to create professional and engaging emails that resonate with your audience. 
• Campaign manager: Streamline your email campaign management with Intuit Mailchimp's campaign manager. From scheduling to performance tracking, it simplifies the process of creating, sending, and optimizing email campaigns. Gain insights into open rates, click-through rates, and subscriber behavior to refine your email marketing strategies.     

Overall Verdict 

Intuit Mailchimp is a solid choice for customer service teams aiming to enhance their email communication. Its intuitive interface and comprehensive features make it easy to manage customer interactions and deliver personalized support. However, some users have reported issues with the platform's pricing structure, finding it prohibitive for budget-conscious users or those with rapidly expanding contact lists. Additionally, there have been occasional complaints about the platform's customer service, with some users experiencing delays in resolving issues.   

💪 Strengths 

"Mailchimp is splendid in automating and optimizing email marketing. It has an intuitive and user-friendly interface. It allows me to personalize templates based on the audience's behavior and previous interactions. Its analytics and reporting tools allow me to track numbers and make marketing decisions based on them." 

💡 What could be better 

"The free version of Mailchimp offers a very limited number of features and costs get quite higher once you add more contacts, which is a major downside, especially with the availability of other tools at a comparatively lower price. It offers some CRM features, but they are not on par with the features offered by CRM platforms." Source: G2       

Pricing:  

• Essentials: $13/mo (includes 3 seats) 
• Standard: $20/mo (includes 5 seats) 
• Premium: $350/mo 

Trial: 30-day free trial available.  

LiveAgent

LiveAgent is a robust email management software designed to streamline communication and improve customer service. It offers a range of features that enhance email productivity, including easy tracking, sorting and assigning of incoming messages. With LiveAgent, teams can efficiently manage multiple emails and customer chats, sharing tickets seamlessly among teammates. 

🚀 Top features  

• Departmental organization: LiveAgent enables emails to be organized by department, allowing businesses to route and manage customer inquiries effectively across different teams or functions. 
• CRM features: It also has robust integrations with CRM functionalities, enabling agents to access customer information, history, and preferences directly from the email interface, ensuring personalized interactions and efficient customer management. 
• Integrations: Offers extensive integrations with various platforms and tools, enhancing flexibility and enabling seamless connectivity with existing systems to streamline workflows and data management. 

Overall Verdict 

LiveAgent is praised for its robust ticketing system and comprehensive features for managing customer communications. However, some users find that the user interface could be improved for better usability, suggesting that it can be a bit clunky and less intuitive compared to other similar tools. Nevertheless, LiveAgent stands out as a robust choice for businesses in search of a dependable email management solution packed with extensive features. 

💪 Strengths 

"I like the user interface; it's easy to email tickets and the customization options make sense. The program is easy to use and I appreciate the ability to submit a ticket via email." 

💡 What could be better 

"LiveAgent may occasionally take a while to pull emails from Outlook, which can be inconvenient while on the phone with a customer. Features can change without warning, slowing you down as you must relearn where certain buttons are located." Source: G2 

Pricing:  

• Small: $9/month/agent (annually) or $12/month/agent (monthly) 
• Medium: $29/month/agent (annually) or $35/month/agent (monthly) 
• Large: $49/month/agent (annually) or $59/month/agent (monthly) 
• Enterprise: $69/month/agent (annually) or $85/month/agent (monthly) 

 Trial: 14-day free trial available. 

Hiver

Hiver offers a comprehensive email management solution tailored for seamless team collaboration. Its user-friendly integration with Gmail ensures quick deployment and ease of use, enabling teams to start managing emails efficiently right away. Hiver streamlines email workflows, boosts team productivity, and enhances internal communication, making it ideal for businesses looking to optimize their email management processes. 

Unlike traditional email management tools, Hiver's unique integration with Gmail allows for high scalability and adaptability across various use cases. Its shared inbox feature ensures that all team members can access and manage emails collaboratively, reducing the chances of missed communications. 

🚀 Top features 

• Shared inboxes and collaborative management: Hiver's shared inbox feature allows teams to collaboratively manage emails directly within Gmail. This ensures no emails are missed and responsibilities are clearly assigned. 
• Email tagging and workflow automation: Hiver's tagging and workflow automation tools categorize emails, route them to the right team members, and set reminders. This streamlines email management and improves response times. 
• Email templates and canned responses: Hiver's customizable templates and canned responses help handle repetitive queries quickly, ensuring consistent communication and saving time. 

Overall Verdict 

Hiver stands out as a versatile email management tool designed to streamline collaboration and enhance productivity within teams. Users appreciate Hiver's robust features for email tagging, workflow automation, and shared inbox management directly within Gmail. The ability to tag emails and route them efficiently among team members ensures clear task assignments and streamlined communication. Users also benefit from email templates that simplify repetitive tasks and enhance response efficiency.  

However, some users note minor issues such as notification management and occasional functionality glitches. Overall, Hiver is highly valued for its intuitive integration with Gmail, making it an effective solution for teams looking to optimize email management and internal communication workflows. 

💪 Strengths 

"I love the ability to tag emails and route them accordingly. I also like that multiple team members can access different inboxes so we can work together, rather than having one person manage each inbox. I also love the email templates, which eliminated my need for a Superhuman subscription. It's also helpful that I didn't have to teach any team members how to use it because it's so easy and intuitive." 

💡 What could be better 

"If I get mentions or am tagged in the Hiver comments, I receive a notification. However, sometimes I get so many notifications that a relevant one gets buried. Currently, there are two tabs: Priority and All. I believe it would be good to have a search bar to filter keywords and help find specific notifications without scrolling down." Source: G2    

Pricing:  

• Lite: $19.00 
• Pro: $49.00 
• Elite: $79.00 

Trial: 7-day free trial available.  

Front

Front is a comprehensive email management software that revolutionizes team collaboration and efficiency. With a focus on shared inboxes, Front allows teams to seamlessly share, assign and comment on emails, enabling a more organized and collaborative approach to email management. Its intuitive interface and robust features make it a top choice for teams looking to streamline their email workflows and improve overall productivity. 

🚀 Top features  

• Shared inbox: Front allows teams to collaborate on emails from a shared inbox, ensuring transparency and efficiency in managing customer communications. 
• Assignment and commenting: Facilitates assigning emails to team members and adding comments directly within email threads, promoting teamwork and clarity in handling customer inquiries. 
• Snooze and resurface: Enables users to snooze emails for later handling and resurface them at a specified time, helping prioritize tasks and ensure timely responses without losing track of important messages. 

Overall Verdict 

While Front offers valuable tools for email management and collaboration, including its shared inbox and assignment features, as well as snooze and resurface functionality, it does have some limitations. One drawback is its occasional difficulty in integrating with other software or services. However, Front is a dependable option for teams aiming to enhance productivity and streamline workflows. 

💪 Strengths 

"I love that Front allows my team to manage our support inbox as a remote company with employees across the country. We often use the comment section under emails to align on a problem before replying to a message. Additionally, we can assign messages to individuals based on their level of expertise." 

💡 What could be better 

"The one thing I wish would be easier is managing sequences. I would like to go back and send the same email to an updated guest list instead of having to create a new sequence." Source: G2     

Pricing:  

• Starter: $19.00 per user/month  
• Growth: $59.00 per user/month 
• Scale: $99.00 per user/month 
• Premier: $229.00 per user/month 

 Trial: 7-day free trial available.  

How to choose the right email management solution 

Companies often make the mistake of using siloed tools to manage different types of emails. For instance - one platform for marketing emails, another for internal communication, etc. This can lead to inefficiencies and missed growth opportunities. At a time when customer service channels are plentiful, choosing a unified email management solution is incredibly important. Here is a checklist of essential questions you should ask your email management software vendors to assess if their software is the right fit for you:  

💰When it comes to money, be TRANSPARENT 

When you are looking for email management software, find a provider who follows the adage that honesty is the best policy.  

Take Sprinklr Service, for instance — what you’re quoted is what you’ll pay. No hidden fees! 
 
Check out our pricing here. Chat with one of our experts to get a clearer idea. 

2024 trends for email management platforms 

In recent years, several key trends have emerged, shaping the way CX leaders approach their email communication strategy. Here are five trends you need to look for in 2024. 

#1. The introduction of BIMI 

BIMI stands for “Brand Indicators for Message Identification”. It’s a new authentication protocol that allows companies to display their brand logo alongside their email messages. It’s a new concept created to increase the trust and visibility of a brand while sending their emails and is a trend email engagement platform that needs to take note of. 

Read More: 9 Ways to Customer Service Security 

#2 Generative AI 

Email engagement platforms need to find ways to leverage generative AI. It has given agents the ability to personalize content, segment audiences and craft effective messages. By leveraging generative AI, customer service agents can tailor their content according to user behavior, preferences and purchase history.

Every superhero needs a reliable sidekick 

Your customer service team equipped with Sprinklr's GenAI integrations, is like Tony Stark with his trusty AI sidekick, Jarvis. Picture this: every time an email comes in, GenAI swoops in, scanning the message like Jarvis analyzing a complex threat. It detects the tone instantly—whether it's a fiery complaint or a gentle inquiry—and suggests the perfect, human-like response, just like Jarvis would if he were composing emails for Iron Man. 

If a customer is fuming, GenAI calmly guides your agents to craft empathetic, soothing replies, almost like handing over a virtual cup of tea. For cheerful messages, it encourages responses that match the customer's upbeat tone, ensuring every interaction feels personal and engaging. 

GenAI doesn't stop there. It’s also got your agents’ backs with tone-appropriate suggestions that make sure no one sounds like a grumpy bot or an overexcited puppy. With this powerful AI sidekick, your team can handle emails with the finesse of a superhero, making customers feel understood and valued, while maintaining that perfect balance between empathy and efficiency. It’s like having Jarvis in your inbox but without all the superhero baggage. 

Want to check the power of Sprinklr AI? 

BOOK A DEMO AND SEE FOR YOURSELF

Learn More: All About Email Marketing 

#3. Shift towards first-party data  

The more first-party data at your disposal, the easier it is to serve your customers as first-party data is more precise. As marketers embrace a cookie-less approach, the importance of first-party data increases. Deploy tools like newsletters, surveys and sign-up forms to collect first-party data directly from subscribers. Email engagement platforms need to find ways to deploy these tools better and how to gather first-party data.  

#4. More interactive emails 

Elements like quizzes and polls are being used to increase email engagement. Emails aren’t text anymore and interactive emails are the new trend.  

Final Thoughts 

Effectively managing emails involves careful planning and a powerful tech stack. 

Imagine using one platform for marketing emails, another for internal communication and yet another for tracking email metrics. This fragmented approach forces teams to switch between platforms, manually sync data and often duplicate efforts. 

By integrating a unified solution, CX leaders can centralize their communication, streamline workflows and ensure that every customer interaction is tracked and managed efficiently. This not only enhances team productivity but also significantly improves customer satisfaction.  

Book a free trial with Sprinklr and witness first-hand how email management helps you craft personalized experiences, engage with your audience in more meaningful ways and ultimately, build stronger relationships with your customers.