Getting Started With Outpost: Frequently Asked Questions

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Outpost frequently asked questions

If you’re using Outpost for the first time, you might have some questions. Like what exactly is a shared inbox tool?

We’ve got you covered.

Here are our top 9 frequently asked questions.

What is Outpost again?

Outpost is a shared inbox tool for teams.

What’s a shared inbox tool? Think of it like this: We make it easy to organize, track, and coordinate responses to customer emails, especially if you’re managing multiple inboxes like info@yourcompany.

Outpost saves your team time, helps you be more productive, and makes it easy to exceed your customers’ expectations.

If you haven’t started using Outpost yet, start with the How It Works video below: 

Does Outpost replace my email accounts?

Will Outpost replace your business’s existing email accounts? Outpost is a shared inbox tool that sits on top of your existing email service like Gmail or Office 365—or any other service. It’s ideal when your team is managing a number of different inboxes.

For example, lots of companies have web forms on their sites. Visitors fill them out, and these messages are channeled into an email inbox with an address like info@yourcomany.com, or help@yourcompany.com, or sales@yourcompany.com. Then someone on your team (or maybe multiple people) need to respond to those messages, depending on what they say. Outpost helps by corralling all your inboxes into one place.

Outpost is especially great for ecommerce businesses if you’re managing messages from multiple marketplaces like eBay and Amazon. It’s ideal for vacation rental companies that are doing the same thing: listing on Airbnb and VRBO and other sites. If you’re managing multiple inboxes, or if you have more than one person responding to messages—Outpost can help.

You and your team will stop having to log into each separate inbox. You avoid security risks around sharing passwords among people on your team. It’s easy to see if a message still needs a response—we like to say that Outpost helps you make sure nothing falls through the cracks.

What email providers is Outpost compatible with?

Outpost is compatible with all email providers. Office 365, Gmail, Zoho, Yahoo—whatever service you use, Outpost works.
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What happens to my email after I import it to Outpost?

What happens to your email after you import it into Outpost? Good question. It depends on your email provider. If you’re using Gmail or Office 365, your email history will be imported into Outpost. But it won’t leave your original inbox. So you’ll have one copy of the message in your Gmail or Office 365 inbox, and one copy in your Outpost inbox.

If you’re using something other than Gmail or Office365, your history won’t be imported, but in many email services, you can set up a rule or filter will forward groups of email from your history into Outpost. If that’s not crystal clear, read more about it here or just contact us. We’d be happy to help.

How does Outpost prevent my team from sending duplicate replies?

How does Outpost prevent duplicate replies? One of the benefits of using a shared inbox tool is that you can have multiple members of your team working together in the same inbox without stepping on each other’s toes.

How does that work? One thing you can do is assign emails to specific members of your team so they know who’s responsible.

Also, Outpost is built so that when someone on your team is actively working on a draft, it’s locked from editing from other team members. So they’re not going to be able to start a separate reply, or contribute to an existing draft until it’s saved. They’ll get a little warning notice that someone else is already on it.

How can our team get the most out of a shared inbox tool?

Glad you asked. Here’s a link to our best advice on managing your shared inbox like a pro. Here’s another on providing the best email customer service you can.

And don’t forget analytics! The more you know about how your team is handling email, the easier it’s going to be to get it right.

What do customers say are the best parts of Outpost?

Our customers tell us that having all their email in one place saves them a lot of time (and therefore, money) and helps them deliver better customer service. Here’s an interview with a long-time customer who uses Outpost for his ecommerce business.

Here are some other crowd favorites:

How do I get my team set up in Outpost?

You’re all set up in Outpost and you’re ready to bring in your team to dive in and start answering emails. But how do you invite them into your company’s Outpost account? Check out this article on the nuts and bolts of how to get started.

The long and short of it is—you’ll set up your team members with specific permissions. If someone needs to be able to see and respond to messages from every inbox, you can give them that access. If you only want them to help you with sales inquiries, you can set them up to only have access to messages that come through your sales@yourcompany inbox.

No matter how many inboxes your team has permissions to see and manage, they have their own unique login credentials, so you’re not sharing passwords and they don’t have to log into a ton of different inboxes just to get their work done.

What if I’m confused or need help?

Talk to us! Check out our help center too. We’re really serious about customer service, so whether you’re in your free trial period or you’ve been with us for a long time, we’re here to help. A lot of companies say they’re committed to customer satisfaction—we mean it.

Posted in Email, Outpost

Kateri Kosta

Kateri Kosta

Kateri is the managing editor of Bplans, the LivePlan blog, and the Outpost blog. She is fascinated by the intersection of words (and the humans that use them) and tech and startup culture.