Email management software allows businesses to route emails for answering and automates replies when possible. The amount of email received by most employees can become a detriment to employee performance because of the amount of time it takes to answer. This software helps take the pressure off and can increase employee effectiveness. Software for email management can also help implement email etiquette rules.
These systems can keep track of e-mail, distribute e-mails among employees, suggest possible responses, produce reports on e-mail response times, and provide email disclaimer suggestions. Although these management packages can be very powerful and beneficial, they may not be practical for small businesses because of the expense and time required to implement.
Features of e-mail management software include:
- Email routing
- Automatic or assisted replies
- Disclaimer suggestions
- Automatic signature (with disclaimer)
- Email list management software
- Web based or installed
- Auto forwarding
- Email monitoring
- Response time monitoring
Major Vendors:
- 4 Office Automation
- Online Automation
- Quintus
- eGain
- Deerfield
- Red Earth Software (email monitoring and disclaimer add-ons)
When evaluating and selecting email management applications, several factors should be considered:
- Interfaces into contact management systems and sales systems
- Special needs or limitations of your specific emailing tasks
- Adherence to new specs from legal challenges to email
- Cost of product and cost and time to implement
- System resources: Not always an issue, but it can be with small businesses or others whose hardware is already over-taxed.