• Ssemujju Lewis E

Joint Inbox Software In Kenya

A study by McKinsey shows that employees spend most of the time (61%) managing emails, searching for information and communicating internally. Unfortunately, other tasks are left out, limiting productivity by leveraging emerging social technologies.


One of the most efficient and effective ways of managing communication without tiring employees is using joint inbox software. Using joint inbox software unites multiple collaboration features in a single interface and gives teammates the capability to complete numerous activities without switching between software screens and accounts.


The supremacy of a simple but effective email inbox is incredible and helps you improve customer support quality. Although once the email inbox is overwhelmed, things spiral out of control at times. Therefore the use of joint inbox software is always a recommendable option. Many people use joint inbox software to check and reply to incoming emails and manage customer interactions. While others use joint inbox software for customer support, teams use them to schedule and view work shifts or vacations and more.


Joint inbox software has better security systems in place to protect and guarantee privacy for your emails. They don’t have a user ID and passwords meaning that you can’t log in directly but instead requires access provided by the admin where you can sign in to your inbox and access the team inbox from there. Access provision varies across different service software providers, but there are three common access permissions.


Joint inbox software provides general features like; ticket management, customer management, knowledge base, team email management, internal discussions, automated replies and templates, reducing agent collision, inbox confusion, and more. In addition, these features help to align team workflow.

This guide has shared some of the best joint inbox software tools that help you manage emails customer service and automate some of the activities. The software is designed with different features and styles to make your work more visible and straightforward.


1. MonkeyPesa

MonkeyPesa CRM is an all-in-one business automation tool. From sales marketing, automation or customer support. With the devotion to help Small and Medium Enterprises (SMEs), MonkeyPesa is a user-friendly tool. The pricing, features, analytics, easy-to-interpret dashboard make it ideal for you.


At MonkeyPesa, we believe that your team should work together to deliver an exceptional customer experience to your clients. Today, customers can reach you from various channels like email or social media channels. These customers expect to find help and answers throughout the day. Various customer support teams find this strenuous because they canvass all the different channels that clients have reached solutions.


It is important to note that clients do not want to be stranded for long replies. Therefore, employ a large team or use multiple software such as chatbots to automate chat interactions. Live chat software enables agents to solve customer issues in real-time and from wherever they already are. Furthermore, it makes the process comfortable as it is instant and doesn't need a physical meeting. Here, the reps can catch issues instantly during the conversation.

Email management is another crucial aspect of MonkeyPesa customer support software. Email interactions are notorious for being slow, especially if there are few monitoring agents and a high volume of emails daily. As a result, customers may need a response faster than some email service strategies can provide, especially when the conversation requires more than an initial email and a reply.



Any capable customer service team should possess a central and accessible knowledge base to simplify simple inquiries. MonkeyPesa lets you build a knowledge base backed up by well-written articles for customers to peruse through searching for answers. Without the articles, there is no knowledge base. A knowledge base is the end product of collecting and organizing that information into a usable form. This feeds directly into the self-service portal. This is the ultimate test for your customer support. This section is filled with an FAQ (Frequently Asked Questions) database and a knowledge base that contains other information like product specs and case studies. Customers can easily comb through these and find answers from queries of those before them.



MonkeyPesa Features:
  • Team collaboration

  • 360-degree view of customers

  • Livechat software

  • Ticket routing

  • Joint inbox

  • API

  • Automation

  • Community forums

  • Self-service portal

  • Insights, analytics and reports

  • Human Resource and payroll

  • Live Chat

  • Bulk SMS and email management

  • Knowledge Base

2. Zendesk

Zendesk customer service software helps businesses to grow good relationships with customers. A good relationship enhances a good customer experience, resulting in customer retention, continued support, and productivity.


Zendesk customer service software is user-friendly, easy to implement and can fit into the business needs of any business. Zendesk customer service software serves SMEs. Zendesk brings together big teams while concentrating on high regard issues in a company. To help your business meet all its customer needs. Zendesk equips your business with the required tools to meet your customer needs on the different channels of communication they preferably use while customizing a good experience for each individual.


Zendesk customer service software has tools to help you manage a business with multiple customers and agents while customizing support to solve customers’ problems. These tools include; advanced workflow capabilities, Al-powered automation and self-service.



For small teams, Zendesk is suitable for efficiency. Zendesk gathers all the customer data in a single and centralized workspace, making accessibility easy. In addition, Zendesk has tools to help you capture customer data such as; customer questions to share the required information.


Zendesk has tools such as; Omnichannel which helps startups consistently keep in contact with clients, give them the best customer experience and win their reliability. Other support services to enhance consistent engagement with clients include; phone, email, and chat and they are all put in one place hence free access.

Features of Zendesk customer service software include:

  • Livechat software

  • Ticket routing

  • API

  • Tracking and reporting

  • Knowledge base

  • Native integrations

  • Automation

  • Community forums

  • Self-service portal

Zendesk customer service software gives a free credit for six months with access to tailored resources and a growing network and community of customer experience experts.


3. Fresh Desk

FreshDesk is suitable for businesses of all types and sizes. Its simple UI and specific features make it a popular choice with startups. In addition, the platform enables you to provide customer service across all social media with built-in AI and self-service capabilities.


Freshdesk converts requests coming in via email, web, phone, chat, and social into tickets and unifies ticket resolution across channels. Additionally, Freshdesk lets you automate workflows, provide self-service, manage SLAs, and measure metrics so that you can stay on top of all things customer support. Freshdesk also offers out-of-the-box features like an AI-powered support chatbot, predictive support capabilities, and field service management.


It's simple and easy to use. That’s why it’s trusted by 150,000+ businesses, including American Express, HP, Hugo Boss, Toshiba, Cisco, Honda, The Atlantic, QuizUp, and Panasonic.



Freshdesk top features are;

  • remote support

  • ticketing

  • collaboration

  • helpdesk software

  • omnichannel helpdesk

  • automation

  • compare helpdesk

  • self-service

  • field service management

  • secure helpdesk

  • reporting and analytics

  • customization.


4. Hubspot

Hubspot customer service software has helped millions of small, medium and large businesses to grow better. The software makes company collaboration easy, mostly marketing, sales and customer service.


Hubspot customer service software has all the tools that any business would need to grow its sales and revenue. In addition, the software has an inbound marketing strategy that helps generate traffic and more leads, convert leads into customers and get a higher return on investment.


Hubspot customer service software helps manage customer data like emails, record calls and meetings, manage a sales pipeline and also aids sales personnel to keep monitoring customer contacts and deals. In addition, the software helps to monitor performance since it gives insight into sales activities.


Hubspot has tools that help grow sales productivity, shorten the sales process and make it quicker. The customer service software makes it simpler to successfully keep in contact with customers, aid them to meet their business needs and continue to support through more purchases and referrals.


Hubspot popular features include;

  • free meeting scheduler app

  • social media tools

  • email tracking software

  • sales automation

  • Ads software

  • emails marketing software

  • lead management software

  • pipeline management tools

  • sales email templates

  • help desk software

  • free online form builder

  • free chatbot builder

  • free live-chat software

  • marketing analytics

  • free landing page builder.

The software has a free trial version for starts and smaller businesses, but there are also other packages. For instance, a starter package for $45 a month, the professional package goes for $450 a month, while a package for big enterprises goes for $1200 per month.


Benefits of using Hubspot CRM:

  • Easy to use hence favoring small and medium enterprises

  • It gives a free trial version that lasts forever

  • Pricing and solution packages easily align with the kind of a business

  • Helps to understand CRM lead management

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