Unfortunately, Outlook doesn't outright offer a feature for a combined inbox, which can be a major roadblock for businesses. This will provide insight into what establishing a shared inbox may look like.

Instead, if all customer conversations arrive in a central location, it's much easier for employees to track past conversations and save time when troubleshooting.īefore we talk about some of the popular shared inbox tools available, let's talk about one that you may already work with at your company - Outlook. If you have multiple customers emailing different reps about the same problem from different channels, it can be easy to miss emails, forget about requests, and simply work inefficiently. This promotes teamwork and improves team-wide communication. You can then efficiently collaborate on conversations with other agents, all from the same inbox. With a shared inbox, all of your online customer interactions will exist in a single platform that's accessible to every employee. Share customer interactions with your entire team. Without a shared inbox, you'll need to manually forward the email to a rep or alert them that a customer has reached out.īy sharing an inbox, everyone has access to incoming requests so the appropriate person is notified and can respond immediately. It can be frustrating trying to delegate customer requests to the appropriate employee. Respond to all your customer emails from one source. Let's take a look at the key advantages that a shared inbox offers your team in more detail. What is the advantage of having only one inbox? In this instance, designated reps may be alerted of the post so they can reach back out via the same thread. For example, if a customer posts on your timeline or tweets about your business, that message will be tagged and forwarded to your inbox. Shared inboxes often support social media accounts and bot communication as well. It helps companies organize incoming customer requests in a single and central location to improve the support team's ability to organize requests, prioritize support, manage messages efficiently, and delight customers.

A shared (or universal) inbox combines several email accounts into one.

Combining two email accounts in outlook