Familiar doesn't mean better: 8 alternatives to your usual inbox for teamwork
When you start your own business, you're faced with the need to connect a mail channel, and many continue to use Google or Yandex out of habit. They are easy to customize but nearly impossible to scale.
Online chat and a knowledge base are two critical channels for improving customer service that is not available in the usual email clients. This article will cover eight support services and which teams they are suitable for.
Who's it for: Growing SAAS teams focused on customer support What's included: shared mailbox, personal notes and mentions, saved replies and knowledge base builder, reports, customer profiles and more.
Platforms: iOS, Android
Integrations: Jira, Asana Salesforce, HubSpot and others.
Price: 1475 ₽ per month (20 $)
Who's it for: Teams looking for project management capabilities Gmelius is an add-on for Gmail. It allows you to manage projects by assigning tasks and deadlines and provides other convenient tools.
What's included: internal notes, general tags, ticket assignment and reporting. In the basic plan, analytics are limited, displayed only for the last seven days.
Price: 885 ₽ per month (12 $)
Who it's for: Several teams involved in the same projects Like Gmelius, Drag is an add-on for your Gmail account.
What's included: internal notes, package assignments, email threads. In advanced packages, additional functionality includes a kanban board for task management and control of communication with the client.
Price: from 0–885 ₽ per user per month (0–12 $) 0–68.
Who it's for: Teams that work a lot with accounts Front allows you to combine the functionality of your mailbox with other accounts, social networks and receive SMS notifications.
What's included: Internal notes, comments and ticket assignments, and rule templates are included. Plans limit analytics and automation functionality.
Price: from 1401 ₽ per month (19 $)
Who it's for: Multichannel teams Usedesk allows you to collect customer requests from different channels in a single window. As a result, support works many times faster, customer requests are not lost, each employee's work is visible and it is clear whether customers are satisfied. Usedesk is perfect if you need quick support from the service and want to be able to customize the settings to suit your needs.
What's included: mail and telephony, chatbots, response templates, automation, reports, knowledge base, tags, social networks and instant messengers.
Price: 2500–3000 ₽ per employee per month (34–41 $). WhatsApp, Viber, and Skype are paid separately - from 5000 ₽ per month (68 $)
Who it's for: teams with small e-commerce projects This solution is targeted at small businesses. In addition to the standard functionality, it can be integrated with e-commerce platforms.
What's included: shared inbox, online chat, Shopify, Magento and BigCommerce integrations (processing and editing orders, refunds). All plans have restrictions on the number of tickets. If the limit is exceeded, each subsequent ticket must be paid for separately.
Price: from 3688 ₽ per month (50 $) 284.11 R $
Who it's for: hourly teams ClientFlow is a shared mailbox with tools for project management. A simple and user-friendly interface allows you to track time right in the application. If you work on an hourly basis, ClientFlow might be a good solution.
What's included: ticket assignment, internal notes and tips for duplicate responses, creating, assigning and updating tasks, shared mailbox.
Price: from 1401 ₽ per month (19 $)
Who it's for: multichannel teams It is a tool with an impressive number of connected communication channels. WhatsApp, SMS, email, social media, and Slack — all messages in one place.
What's included: internal notes, ticket creation and duplicate response control. A complete set of integrations is available in the base plan and includes many tools to serve customers.
Price: from 885 ₽ per month (12 $)
Traditional email clients have a lot of features, but they still aren't enough for most growing teams. Buying additional tools as support needs grow is also not cost-effective. Such a decision can quickly lead to budget overruns.
It would be more reasonable to select a complex tool with advanced functionality. Focus on your business development plan and choose a tool for high-quality customer support that will suit your company now and in the future.
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