We all know this feeling. The moment when you realize that you haven’t answered an important email from a customer. Just the email that would have made the difference between a satisfied customer and extra working time because you have to solve the problem and calm an angry account holder at the same time.

If you’re struggling with a flood of customer emails, a shared inbox could be the solution. This allows you to distribute the workload evenly with your team colleagues, organize your emails and ensure that no customer inquiries are lost.

In this article, we explain in detail how a shared inbox works, introduce you to some software options and finally show you how you can use monday CRM as a shared inbox.

What is a shared inbox?

A shared inbox is a collaborative email system that allows you and your team members to access and reply to the same emails.

Imagine you have an e-mail address like support@yourcompany.com. When customers write to this address, everyone in the customer support team receives the e-mail and can reply to it.

Shared inboxes are often used in customer support, sales and project management. They help you to respond to emails faster, avoid duplicate work caused by accidentally replying to the same email and improve your team’s internal communication.

How does a shared inbox work?

How a shared inbox works naturally depends on the tool you are using. Here is a basic overview:

• You set up a new shared inbox for your team in an email messaging platform, a customer relationship platform such as monday CRM or a special communication tool.
• Then grant access to the team members who need it. Normally you can also define roles and authorizations. For example, you may want some people to be able to send emails from the shared email address and others to only read the emails to keep them informed of the latest news.
• When people send emails to the associated email address, they are automatically collected in the shared inbox and displayed to your team. It is also possible to aggregate messages from different channels such as chat software or social media platforms.
• Your team can access the shared inbox from their individual devices and then read and reply to messages.
• Normally, you can also use the shared inbox platform to assign messages to different team members, leave comments or update the status of the email to keep everyone in the loop.
• Many shared inbox platforms also allow you to track response times, generate reports and generally keep an eye on how efficient your team is at responding to requests.

Why should you use a shared inbox for team emails?

A shared inbox can make working life much easier for you and your team. Everyone knows the problem with the overwhelming amount of emails.
By simplifying your email traffic, you can increase your team’s productivity and reduce stress.

Here are some of the benefits of a shared inbox:

• Better cooperation

If several team members can manage messages in one central location, it is easier to see who has answered which email and which messages are still open. This avoids duplication of work and keeps all customer communication information in one place.

• Higher customer satisfaction

A shared inbox allows your team to process emails more efficiently, resulting in faster response times. This is particularly important in customer support, as quick responses increase customer satisfaction.

• Effective exchange of knowledge

With a shared inbox, all team members can access the inbox at any time and answer customer inquiries. If one team member is absent, another can seamlessly take over and continue communication.

In our opinion, the best solution for a shared inbox is monday.com.

Why monday CRM is the best choice for your team’s shared inbox

On monday CRM, you can manage the entire sales cycle from pre-sales to post-sales in one central, user-friendly location. Of course, this also includes e-mail management.

It’s very simple: share access to a linked email account with your teammates. You can customize the sharing settings for everyone and choose between “Read and write” or “Show only”.

With just a few clicks, you get a shared inbox in which all customer emails are stored centrally. This means you have all the information you need to close deals and provide first-class after-sales support.

In addition to the practical email templates offered by monday.com, there is also an AI email generator that uses artificial intelligence to help you write emails. Find out more in our blog post.

Why monday CRM is the best choice for your team’s shared inbox

If you are looking for a shared inbox for your team, monday CRM is the ideal solution. This CRM platform focuses on the entire customer journey, from the first contact to the purchase and beyond.

When it comes to managing your team’s emails, the shared inbox function is just the beginning. We also offer:

• Email templates with custom parameters – save time with fully customizable, predefined email templates.
• Bulk emails – increase your efficiency by sending bulk emails directly from the board view of your contacts.
• Email tracking and automation – set up automated rules and notifications so you can send the right email quickly.
• Two-way email integration with Gmail and Outlook – simplify customer communication by connecting your Gmail or Outlook accounts for an optimized email exchange.
• Customizable email signatures – add a personal touch to your communication with HTML emails for an elegant look and feel.

How to set up your shared inbox in monday CRM

It’s so easy to set up your shared inbox in monday.com:

• Step 1

To access the function, click on the “Emails and activities” settings in your monday account and open the “Email account setup and data protection” section.

• Step 2

Click on the three-dot menu to the right of the linked email and select “Sharing options”. There you will find the option to create a shared inbox.

• Step 3

Add the people or teams who should have access to the connected email account.

Once you have added the relevant people, you can adjust the sharing settings for each individual. To do this, click on the drop-down menu to the right of its name and select one of the two sharing options:

Displayonly: All users only have limited display access.
Read and write: If you select “Read and write”, this authorization only applies to users who have access to monday CRM. All other users in your account can only read. (This authorization setting is only available for Pro and Enterprise accounts of monday CRM).

And that’s it! Your new shared inbox is ready to help your team manage their emails.

Conclusion

A shared inbox can make your team’s working life much easier by organizing the flood of customer emails and improving collaboration. monday CRM offers an optimal solution by managing the entire sales cycle in one central location and providing numerous useful features, such as customizable email templates, bulk emails, email tracking and automation, and two-way email integration with Gmail and Outlook.

We are proud to be a gold partner of monday.com. If you have any questions or need support with projects, we are happy to help. Contact us to find out how we can help you and your team get the most out of monday CRM.