How An Email Management Software Benefits Your Small Business

Email is one of the best channels for communication. According to Statista, there are over 3.5 billion email users globally. Furthermore, in the business world, it’s also one of the most popular ways for customers and clients to reach out to enterprises. Having said this, over 50% of customers use emails to contact customer service.

With the large volumes of emails received, businesses will likely need to have a solution that can help them out called email management software (EMS). This software is an excellent tool for companies to help receive, send, and organize emails.

Moreover, it can work well with their Customer Relationship Management (CRM) and help desk software. That way, they can manage all of their customers requesting assistance. If you are a business owner, have you considered how EMS can benefit your business?

In this article, you will learn the benefits EMS can offer your business.

#1 It Can Manage Multiple Accounts

Businesses can have multiple-facing accounts, and the number of these email accounts may vary based on the scale and needs of these businesses. These accounts are made for different purposes. These can be for customer support, information, and billing. If you have multiple accounts, using an EMS will help. This way, you can quickly shift from one email account to another in only one interface.

#2 It Can Improve Collaboration

Since it can support multiple user accounts, your support agents can collaborate more effectively on customer management emails. Your team can work and communicate with one another using quick contextual notes that can appear alongside the email thread. It’s better to use this instead of sending emails to each other.

#3 It Can Enhance Customer Relationship

Managing several customer emails can cause too many frustrations for your customer service professionals. These frustrations can lead them to mismanage customer concerns by having multiple replies or missed messages. Also, there are instances where your customers tend to have shared concerns and inquiries.

However, with a suitable EMS, you can ensure that customer concerns are addressed immediately in the proper manner. EMS has this so-called feature named ‘canned responses.’ This feature allows you to create predetermined answers to the most common customer questions.

Therefore, by maintaining a speedy response time, you will only have to spend so much time replying to a few messages. Having this, you can provide your customers with a fast and personal support experience.

#4 It Can Provide Complete Customer Information

EMS can help your business to consolidate all your customer information ultimately. If you want to learn about your customers, this is an excellent tool for your business. With EMS, you can learn more about your customer’s problems in the recent support conversation. Moreover, you can quickly determine if these problems are newly encountered or long-standing unresolved issues.

If you’re wondering what products your customers have recently purchased, you can check them out in the software at the recent order information. Aside from their purchases, you can also identify other general details you will need to understand your customers. Lastly, you can also see how much time they can spend with your business.

#5 It Can Sort And Prioritize Important Emails

An average office team member receives more than 100 emails per day. To help you save more time, EMS can act as an email sorting software that can help you separate important and unimportant emails. This software can sort your email based on the following factors: topic, sender, frequency, and status. Aside from this, it quickly defines which emails are spam, allowing you to discard them and won’t bother reading them.

#6 It Can Automate Your Business Workflow

EMS can assist you in having a flawless workflow where your team can work collaboratively in sync and improve their productivity. This tool has an email ticketing system that can easily convert each customer’s email into a ticket, tracking incidents from the moment it captured until they are resolved.

You must ensure your EMS has an auto ticket assignment feature to distribute the tickets evenly among your customer service professionals. That way, you won’t have to worry about the tickets piling up. Furthermore, opting for an EMS with an additional feature, including ticket prioritization, internal notes, and labels, will be best. It will also help if you have a highly configurable system, prioritizing folders, creating signatures, and generating templates.

#7 It Can Offer Enhanced Email Security

According to Verizon’s 2018 Breach Investigation, over 90% of malware attacks are delivered through email. Hence, it will help to secure data by using EMS that can feature two-factor authentication or data encryption. Also, choosing software that can work with other external security systems is always better. That way, it can discard any malicious emails. With EMS, you can ensure that you can add another layer of protection to your emails.

Conclusion

The following mentioned earlier are the benefits of email management software to your business. With all these, you can learn that the primary purpose of this software is to help you organize, delegate and automate your tasks. Applying this technology can help you achieve a competitive advantage by enhancing your customer experience provided.