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Email Management Software For Customer Support?

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GetShitDone

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Dec 20, 2012
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I have multiple VAs handling Customer Support/Account Management.

Each VA handles 4 clients at a time.

I want to have one "accounts@mycompanyname.com" email for customers to send emails to.

However, I don't want all of my VAs seeing each other's emails and each other's clients' emails for certain reasons related to my business.

Is there an email management software (or process) out there that allows us to have one Accounts email that all VAs can handle support from, yet they can't see each other's emails?
 

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Lex DeVille

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I have multiple VAs handling Customer Support/Account Management.

Each VA handles 4 clients at a time.

I want to have one "accounts@mycompanyname.com" email for customers to send emails to.

However, I don't want all of my VAs seeing each other's emails and each other's clients' emails for certain reasons related to my business. Also features a chat option, but I don't think you have to use that.

Is there an email management software (or process) out there that allows us to have one Accounts email that all VAs can handle support from, yet they can't see each other's emails?
I'm pretty sure you can do this with ActiveCampaign. I use AC, but haven't tried the conversations feature. It does mention a unified inbox though.


ActiveCampaign.PNG
 
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GetShitDone

GetShitDone

Bronze Contributor
Dec 20, 2012
373
295
138
Vancouver, Sydney, London
I'm pretty sure you can do this with ActiveCampaign. I use AC, but haven't tried the conversations feature. It does mention a unified inbox though.


View attachment 31842
Interesting. I thought ActiveCampaign was just for email marketing. So it actually has an customer support email management software too.

I'm fine with a "unified" inbox, I just don't want VAs being so unified that they are able to access other VAs conversations/emails with their respective clients.
 

Lex DeVille

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Interesting. I thought ActiveCampaign was just for email marketing. So it actually has an customer support email management software too.

I'm fine with a "unified" inbox, I just don't want VAs being so unified that they are able to access other VAs conversations/emails with their respective clients.
They're founded in automated inbound marketing, but they've built a lot of systems for customer management as well. They're considered a customer relationship management (CRM) platform.

I'm not sure how the conversations setup works, but in general AC has ways to manage customers through tags or other custom fields so even if they reply to the primary email the communication can be directed to the appropriate person based on their tag or custom field data.
 

Andy Black

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I heard Helpscout is quite good. Never used it, and maybe not quite what you need.
 
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Guest24480

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Are the VA --> client relationships already pre-defined? i.e. If Client A sends an email to that address, it should always route to VA #1? Or does it not matter who it routes to for each separate issue as long as it gets picked up by one of the VA's, then once it does you want to limit the scope of that particular correspondence between those two parties? Also what is your current email service provider (Google apps, O365, CPanel, other)?

Edit: The reason I ask is because the email someone sends to doesn't necessarily have to dictate where it ends up. A lot of email platforms have forwarding rules you can create, like "If clientA@company.com sends to accounts@mycompanyname.com, forward this mail to agent1@mycompanyname.com". Then from there the client will communicate back and forth with that VA for the remainder of that email chain. You may not necessarily need to pay for a solution here if you go out of the box with what your email provider already has.
 
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