Question: Can you recommend a customer support tool that includes a shared inbox and team collaboration features?

If you're looking for a customer support tool with a shared inbox and team collaboration abilities, Hiver is another top contender. It consolidates customer support channels like email, chat, voice and WhatsApp from a single interface. Hiver also offers AI-powered automation, team collaboration abilities with notes and @mentions, and integration with other tools like Slack and Salesforce. The service can help speed up support by lowering first response time and improving SLA success rates.

Another good option is Groove, which offers a shared inbox for customer requests and more powerful team collaboration abilities. It includes features like private notes, message history and a knowledge base for storing and sharing information. Groove also has AI-powered abilities like sentiment analysis and tagging to help teams better manage customer service. Its pricing is relatively low, starting at $16 per user per month, so it's a good option for smaller and medium-sized businesses.

Intercom is another option, particularly if you want an AI-first approach to customer service. Its tools include an AI-powered inbox, an AI copilot for agents and a range of reporting and workflow tools. Intercom is designed to learn from every customer interaction and get smarter over time, so it's a good option for businesses of all sizes that want to use AI to better understand customers.

If you want more control over your customer service, Zendesk offers a broad customer service software package with AI tools to personalize interactions across many channels. That includes AI Agents to supplement human support, workforce management and quality assurance. Zendesk is good for companies of all sizes that want to run customer service operations efficiently but also personalize interactions with AI.