• Ssemujju Lewis E

The Best Joint Inbox Software Today

Updated: Feb 20

For a small company, there is little volume to deal with regarding workload, customer queries and queries. Such tasks can be dealt with via a shared Gmail or a distribution list. However, the same cannot be said for a growing and already big enterprise.


Using a distribution list or shared email to address these concerns is cheap; notwithstanding, neither shared mailboxes nor distribution lists are designed for customer support. They crumble under more applied pressure and weight. A big company deals with a lot of customer queries that need attention. An inefficient system to enable your workforce to address these queries leaves the customer unsatisfied and the workforce frustrated.

Joint inbox software allows your team to sync their systems and respond to clients satisfactorily. A shared inbox is a single point of communication that operates great for clients since it aligns with getting in touch with a business. Having one point of contact centralizes communication in one place, which reduces confusion and disorganization. The use of such tools improves team organization and improves customer care.


A joint inbox software should be able to:
  • Provide tools to build workflows and tasks around email inquiries

  • Integrate with your email marketing software and access clients emails

  • Allow your team to communicate within the system and avoid collisions in dealing with clients.

  • Ability to decentralize tasks in the inbox

In today’s guide, we listed the best joint inbox software tools that your business should be using.


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 from which 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 when necessary.


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

5. Missive

Missive is a team inbox and chat tool that works as a standalone email client. The software aids people to manage Facebook, SMS and Twitter accounts. The software works best for teams looking out for standalone email clients.


Missive software aids you to manage personal and shared email inboxes. In addition, the software empowers teams that collaborate through emails. Missive software was initially designed with a business first collaborative experience in mind, and the software mainly helps teams progress with their businesses.



Missive team inbox features include;
  • API

  • Chat

  • Team inboxes

  • Flexible email setup

  • Themes

  • Calendars & Assignments

  • Canned responses

  • Collaborative writing

  • Managed signatures

  • Custom channels

  • Shared labels

  • Command bars

  • Send later

  • Pinned conversations

  • Workload balancing

  • Integrations

  • Out of office

  • Response variables

  • Missive live chat, Rules and more.

Missive pricing; Starter package is for $13 per month per user. The productive package goes for $18 per month per user. However, there is a free trial.

Note; Missive focuses on email management and email client first.


6. Loop Email

Loop Email is simplified and shared inbox software used by both small and medium-sized businesses. It is easy to set up and use since it is used with the familiarity of email clients.


The software works best for teams that handle customer messages through emails.

Loop Email is a good alternative for teams that want a simple set-up and prefer to use a shared inbox. Loop Email can be easily implemented and operates across all email providers. The software integrates all the shared inbox features and allows team chat and collaborations. The software enables powerful automation and can replace multiple tools. The software can be used by teams but also for individual work.



Loop Email helps your team get organized while in control of shared emails. Loop email has features that can help you get your emails under control, enhance teamwork, get insights and reports, respond faster to customers and automate workflow and processes.


Loop Email Features:
  • shared inbox

  • assign owners

  • track status

  • filters

  • shared labels and tags

  • snooze

  • rules and automation

  • SLAs

  • team channels

  • direct messages

  • shared rules

  • subscribe or mute

  • themes, calendars

  • keyboard shortcuts

  • clear visibility

  • automated reporting, and more.


Loop Email pricing; the starter is for €8 per month for each user, pro is for 1€16 per user per month and enterprise is availed upon custom request. The prices for each user are billed annually.


Loop Email targets non-enterprise customers and does not focus on integrations with external tools.


7. Hiver

Hiver is a Gmail-based help desk that faster assigns, tracks, and access incoming emails from shared email accounts. Hiver works best for teams that operate from the Google workspace. Hiver software prolongs its functionality though it lives inside Gmail. In addition, hiver software gives quick and excellent customer service.



Hiver has features that help manage helpdesk, productivity, collaboration and deep insights.

The features include;
  • analytics

  • customer surveys

  • permalinks

  • shared inboxes

  • email tags

  • email delegation

  • collision alerts

  • activity timeline

  • email templates

  • a mobile app

  • integrations

  • shared drafts

  • workload distribution

  • automation

  • access control

  • views

  • round-robin assignment.


Hiver pricing; Lite goes for $12 per user per month; pro goes for $37 per user per month, pro $37 per user per month, growth goes for $24 per user per month, and elite goes for $57 user per month.


Hiver’s usage is tied to a few email clients and Google WorkSpace users only. Outlook users are left out.

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