Hi, I'm Alfred and I'm a product designer contemplating to build a service for SMBs to administrate their email. I have some ideas that I would like to try out but right now I'm just trying to get a sense of the market and peoples needs.
Great question! I just researched this a lot.
We user G Suite / Gmail which is always a great choice. We then bolted on and tried different tools:
Lets you connect multiple inboxes as well as tools like Intercom, Facebook Messenger and more 'channels'. Allows you to collaborate on emails, share entire inboxes and assign them. It works great, is pretty expensive but is definitely the best you can get in the market at the moment.
Additionally we log all sales and account related emails to Hubspot. It works really great as we now can see -at once- what has been communicated to individuals, but also across one entire customers. It works by simple bcc'ing Hubspot (or starting an email from there) and connecting Gmail. It will then automatically include all new replies.
Spark just started rolling out 'email collaboration' which allows you to have comments around your email. It's a bit simple, but in a scenario where there are no shared inboxes (i.e. '[email protected]') but just personal might just be what you need.
This the biggest challenger of Front App, with a really sturdy and smooth app, that works & looks great. Trialing this now as a replacement for Front, and I am impressed. It's really a tie between Front and Missive at the moment.
Now that became a longer answer than intended. What I'd love is an email tool that's like Missive or Front, but with some company overview (see all contact from different employees of one client).
We use Gmail as part of G Suite, both at Indie Hackers and at Stripe. The pros are that it's cheap ($6/user), it's easy (everyone uses and understands Gmail), and it just works. I never have any issues with it. Hard to think of any downsides!
Thanks for the reply! Yes, G suite is probably the most common setup.
Same as @csallen, we use Gsuite Gmail and it really works for everything I can think of. We briefly used Amazon's webmail because, well, we were doing hosting through Amazon, but it was THE WORST.
I know Superhuman is getting really popular, might be interesting to see what needs they serve that a standard Gmail does not.