Compare 14 recommended inquiry management systems! Explanation of the advantages of introduction and points of selection

Inquiries come from various channels such as email, phone, and SNS. Some people may want to improve the efficiency of customer support, information sharing among multiple people, and analysis.

By introducing an inquiry management system, you can streamline your inquiry response operations.

In this article, we will introduce the merits and cautions of introducing an inquiry management system, as well as recommended systems. We will also explain how to choose a tool, so please refer to it.

table of contents

  1. What is an inquiry management system?
  2. Advantages of introducing an inquiry management system
  3. Points to consider when choosing an inquiry management system
  4. 7 systems specialized in managing customer information
  5. 3 systems that can collectively manage inquiries from multiple channels
  6. 4 systems specialized for email correspondence
  7. Choose the inquiry management system that suits your company

What is an inquiry management system?

An inquiry management system is a system that can centrally manage inquiries from customers. The main functions of the inquiry management system are as follows.

  • Customer status management (response status, setting of person in charge, etc.)
  • Sharing customer information
  • Inquiry content analysis/report
  • Ability to share customer correspondence among personnel
  • Ability to reply to inquiries from the management screen
  • View past response history

By using these functions, you can respond smoothly to customers and lead to improved customer satisfaction.

Advantages of introducing an inquiry management system

I will explain in detail what kind of benefits there are by introducing an inquiry management system.

Efficiency of response work

With the inquiry management system, it is possible to collectively manage past correspondence history and prepare templates for reply emails to customers, so you can improve the efficiency of correspondence work.

By centrally managing the history of past correspondence on the system, it is possible to share the emails received and replied to by other persons in charge, and to check the contents of the correspondence, so that it is possible to easily hand over between persons in charge. will be

In addition, by using the template setting function, you can prepare a template for the reply text that matches the pattern of the inquiry content. This will shorten the response time and eliminate differences in response content depending on the respondent.

Prevention of handling mistakes

As the number of inquiries increases and teams start responding to inquiries, mistakes such as double responses and omissions occur. Mistakes like this can lead to complaints and damage the company’s credibility.
By introducing an inquiry management system, you can manage and share customer inquiries by status such as “unresponded”, “responding”, “responded”, etc., and you can prevent mistakes such as duplicate responses and omissions.

In order to prevent troubles, consider introducing an inquiry management system before the number of customers increases and the response efficiency drops.

Service improvement based on accumulated data

Another advantage is that you can improve your own services by accumulating various customer data in the inquiry management system.

In the inquiry management system, the content of inquiries can be classified by category, and the data can be aggregated and displayed.

By feeding back data such as improvement requests from users, frequently asked questions, and satisfaction with response to other departments, it will be possible to improve services and improve marketing and customer support response policies .

Cost reduction

By introducing an inquiry management system, you can also reduce costs. Although initial costs are incurred at the time of introduction, the cost can be reduced as a result because the efficiency of operations can be improved by introducing it.

You can reduce the number of staff assigned to time-consuming customer management, and you can improve service by assigning staff to sales activities that are directly linked to the company’s performance. Introducing an inquiry management system will reduce man-hours and wasteful work of personnel, resulting in cost reduction.

Points to consider when choosing an inquiry management system

With so many different inquiry management systems out there, it can be hard to know which one to choose. I will explain what points should be compared when introducing an inquiry management system.

Does it have the features you need?

When choosing an inquiry management system, first make sure it has the features you need for your business. Since the required functions vary depending on each company and department, it is necessary to introduce a system that has the necessary functions.

Functions necessary for inquiry management include status management functions, email reply functions, analysis, and team sharing functions. Customers who make inquiries are likely to become prospective customers.

It is also important that the contact function supports all channels. There are various channels that are supported depending on the tool, such as those that only support email, and those that support SNS and phone calls.

However, if you ask for too much functionality, the price will be high, so choose carefully.

Are security measures adequate?

The inquiry management system is a system that handles a lot of customer information, so security measures are important.

If security measures are inadequate, it will be impossible to prevent unauthorized access or eavesdropping from the outside, and customer information and confidential information may be leaked. To prevent such a situation, check the following points and make sure that the security measures are perfect.

  • Correspondence to SSL (encryption of communication data)
  • Check the data center where the data is stored
  • Unauthorized access prevention function
  • Acquisition of P mark and ISMS

can i try it for free

Some contact management systems are free to keep using, and some have free trials available. Using the trial period allows everyone in the company to check and share the usability of the operation screen.

When introducing an inquiry management system, we recommend that you try it for free first. Before introducing it in earnest, let’s see if it can be used properly in the company.

Is it possible to link with external tools?

Some contact management systems can integrate with external tools. By linking with external tools such as chat tools and MA tools, you can improve work efficiency, prevent human error, and conduct more effective marketing .

You can check and compare whether you can use the tools you usually use in your company. When choosing an inquiry management system, we recommend that it has a function to link with the external tools you are using.

7 systems specialized in managing customer information

Some inquiry management systems have extensive functions related to managing customer information. By managing customer information in detail, you can prevent omissions of replies and improve customer service. Here are seven systems that specialize in managing customer information.

system-name free trial Status management function External tool linkage Security
form run Slack
Chatwork
Microsoft Teams
LINE WORKS
Google Analytics
Google Sheets
Mailchimp
Salesforce
Pardot
Shopify
ISO 27001 Acquisition
Privacy Mark Acquisition
SSL/TLS
24 hours a day, 365 days a year server monitoring system
Data access control/restriction
kintone Google SheetsGoogle
DocsSlack Twitter ZoomGmail _
_ _
IP address restrictions
Accessible terminal restrictions
Basic authentication
Data access management/restrictions
ISO27001 acquisition
Always-on SSL
comfortable tell × Inquiry required Firewall
Encrypted communication
IP address restriction
Backup
Pleasanter Slack
ChatWork
SSL encrypted
IP address restrictions
OKWAVE IBiSE Sack Install reCAPTCHASSL
/TLS
IP address restrictions
Customa! Inquiry required WAF standard equipment
Browsing authority setting
IP address restriction
CuMAS Inquiry required Inquiry required

formrun

formrun is a tool that has functions for form creation, inquiry response, and customer management.

There is a function to manage customers by status, and you can check the response status of “not responding”, “in response”, and “response completed” at a glance. Since it can also be linked with MA tools, it is possible to utilize customer data in marketing .

In addition, it is possible to reply to inquiries directly from the customer management screen. All inquiry data can be exported in CSV format for smooth management and analysis of customer information.

There are plenty of templates, so you can create highly designed forms .

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price FREE: 0 yen/month, BEGINNER: 3,880 yen/month, STARTER: 12,980 yen/month, PROFESSIONAL: 25,800 yen/month
Number of companies that have introduced Over 100,000 users

kintone

kintone is a cloud service that allows you to add various functions that suit your business. Since information can be shared by the team, the sharing and transfer of know-how is smooth.

There is also a function to check the change history of data, such as “when”, “who”, “where”, and “how”. It is also possible to grasp the action history of sales representatives within the company.

In addition, since there are more than 100 types of linked services such as abundant APIs and plug-ins , you can extend the functions without specialized knowledge such as programming.

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price Light course: 780 yen/month (1 user), Standard course: 1,500 yen/month (1 user)
Number of companies that have introduced 20,000 companies

comfortable tell

Rakutel is a cloud CRM service that specializes in telephone support operations at call centers.

There is a function to automatically send an alert email to the person in charge when the response deadline is reached, preventing omissions in responding to customers. In addition, since there is a function that automatically displays customer information when a call is received, it saves the trouble of searching for customer information and leads to improved work efficiency.

Multiple management screens can be created and customized according to usage, such as by user or purpose.

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price Initial cost: from 150,000 yen, monthly fee: from 70,000 yen
Number of companies that have introduced Inquiry required

Pleasanter

Pleasanter is a business application production tool that can centralize customer management and sales support .

A wide variety of templates are provided, and business applications can be created in a short time without programming knowledge. The management items in the created app can be customized according to your company’s business.

Accumulated data can be visualized with a single click, saving you the trouble of using Excel to manage each management item. Customer service will be improved by notifying customer inquiries to chat tools such as Slack and Chatwork to prevent omissions.

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price Free plan: 0 yen, Standard plan: 500 yen/month (1 user), Light plan: 1,000 yen/month
Number of companies that have introduced Inquiry required

OKWAVE IBiSE

OKWAVE IBiSE is a service provided by PRAZNA Co., Ltd., which provides the FAQ system “OKBIZ.”, and allows you to easily create FAQ pages and inquiry forms .

Easily consolidating frequently asked questions into an FAQ page saves work by reducing duplicate inquiries.

In addition, centralized management of inquiry information is also possible on the management screen. It is also possible to set alerts for missing answers and automatically change the person in charge. Since the history and know-how of customer correspondence can be centrally managed, high-quality customer correspondence that does not depend on the number of years of experience will be realized.

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price Standard plan: 34,000 yen/month Professional plan: 108,000 yen/month
Number of companies that have introduced Over 600 companies

Customa!

Customa! is a cloud-based CRM service with unlimited users that can centralize customer management and sales support . Customer management can be done from terminals such as smartphones and tablets , so it can be used even when traveling.

There is no limit to the number of accounts , so there is an advantage that it is easy to share within the company. Since you can centrally manage the quotation history, billing history, past transaction history, etc. for each customer, you can efficiently respond to inquiries as a team.

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price Light plan: 19,960 yen (initial setting fee) + 9,980 yen (monthly fee), Premium plan: 35,600 yen (initial setting fee) + 17,800 yen (monthly fee)
Number of companies that have introduced Inquiry required

CuMAS

CuMAS is open source software for managing inquiry email information. It can be used as an inquiry management system by linking with a mail server or database .

In addition, since there is a function to automatically extract information from email exchanges and register it in the database , you will be able to reduce the effort of manually entering data.

You can manage the progress of each inquiry, and there is a function to notify you by e-mail if the status is not updated for a certain period of time, so you can prevent missing replies to customers.

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price Inquiry required
Number of companies that have introduced Inquiry required

3 systems that can collectively manage inquiries from multiple channels

If you have multiple contact channels such as phone, email, and SNS, a system that can manage them collectively is convenient. It is troublesome to open the tools for each channel one by one, and there is a possibility that omissions and overlaps may occur in the work of compiling the information of inquiries from each channel.
We will introduce three systems that can collectively manage inquiries from multiple channels.

system-name free trial Status management function External tool linkage Security
Re:lation formrun
FormMailer
Slack
Chatwork
salesforce
CR OS S MALL
NEXT ENGINE
BIZTEL
Attachment virus check
User authority setting
IP address restriction
Zendesk Salesforce
Sugar CRM
Twitter
Email Service
ISO 27001 certified
system monitoring
TLS
Freshdesk Facebook
Twitter
LINE
SSL
IP address restrictions

Re:lation

Re:lation is a cloud-based tool that centrally manages inquiries and facilitates sharing between teams.

It can be linked with LINE, Twitter , etc., and can manage interactions on various channels. You can refer to past interactions on your smartphone from outside and check the status of correspondence in real time.

There is also a function that allows you to “request approval” for messages that need to be confirmed by your boss before sending, improving the level of customer response.

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price Free: 0 yen, Light: 12,800 yen/month + 15,000 yen (initial cost), Standard: 29,800 yen/month + 50,000 yen (initial cost), Premium: 77,800 yen/month + 50,000 yen (initial cost)
Number of companies that have introduced Over 3000 companies

Zendesk

Zendesk is cloud-based software that allows centralized management of inquiries. There is a function to share and manage inquiries from various channels as tickets, making it easy to grasp even if the number of cases increases.

In addition, since customer information and response history can be centrally managed on a single screen, the speed of responding to customers can be improved, leading to more efficient operations.

It is also possible to link with tools provided by Zendesk such as “Zendesk Chat” and “Zendesk Support”.

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price Suite Team: 49$/month, Suite Growth: 79$/month, Suite Professional: 99$/month
Number of companies that have introduced Over 100,000 companies

Freshdesk

Freshdesk is a customer support service used by over 50,000 businesses. Another feature is that it can be used as early as the next day.

Inquiries from customers can be prioritized, categorized, and assigned to prevent omissions in confirmation.

It has a function that can instantly translate inquiries in Chinese, Thai, Indonesian, Japanese, etc., and has been introduced by companies around the world. It is equipped with useful functions such as creating a place for users to exchange information online , and reporting the work volume of the team.

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price Free: $0, Growth: $15/month, Pro: $49/month, Enterprise: $79/month
Number of companies that have introduced Over 50,000 companies

4 systems specialized for email correspondence

Some companies only accept inquiries from customers via email. Here are 4 recommended inquiry management systems for such companies.

system-name free trial Status management function External tool linkage Security
Mail Dealer GoQsystem -CR OS S MALL
Easy Back Office
Subscription Store
SSL
attachment format check
24/7 server monitoring
yaritori Slack Encrypted
backup of SSL/TLS data
mi-Mail Inquiry required SSL
operation permission settingPrivacy
mark acquisitionUnauthorized
access preventionData
backup
desknet’s CAMS Inquiry required Setting access rights
Prevention of spam Setting
prohibited domains

Mail Dealer

Mail Dealer is a cloud system that can reduce mistakes such as omissions and double responses in email correspondence. An exclusive lock is applied to the messages that are being processed, preventing duplicate responses.

There is also a function to notify you when new mail or mail addressed to you arrives, which is useful for preventing omissions.

Messages from various channels such as e-mail, chat, and LINE can be centrally managed, reducing the time spent searching for messages and man-hours for checking e-mails. You will be able to improve the efficiency of your work by reducing response errors and spending time sharing information.

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price 20,000 yen~/month + 50,000 yen~ (initial cost)
Number of companies that have introduced Over 7,000 companies

yaritori

yaritori is a cloud-based email service that streamlines email correspondence.

You can set tags for each email and categorize emails like folders. When sending an email, you can also specify detailed conditions such as the subject and address, and automatically add the status, person in charge, tags , etc.

You can use “reserved words” that can automatically insert the customer’s name etc. in the template text, and you can reply to questions quickly. You can use the chat tool to reply to emails from customers, and you can share replies within the company in real time, reducing mistakes such as incorrect transmissions.

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price From ¥980 per month
Number of companies that have introduced Inquiry required

mi-Mail

mi-Mail is an email management system that can manage various emails.

There are a lot of functions that can automate email correspondence, and related emails can be linked and the person in charge can be assigned automatically, so you can expect to improve the efficiency of your work. Since it can be used on a web browser, there is no need to install a dedicated application .

In addition, since it is designed based on the screen of general email software and has a highly visible design, even new employees can operate it intuitively.

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price Standard plan: From 9800 yen/month +24,800 yen (initial cost), Dedicated server plan: From 66800 yen/month +50,000 yen (initial cost)
Number of companies that have introduced Inquiry required

desknet’s CAMS

desknet’s CAMS is a web-based customer support system that allows you to share the content of emails and phone calls within the company. Prevents omissions and mistakes in responding to inquiries, and supports customer support.

It is possible to accumulate and manage past history data, which can be useful when sending DM all at once. Even when sending DM, you can search for the address from customer management, so the sending process is smooth.

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price Body price: 150,000 yen ~ (varies depending on the number of users)
Number of companies that have introduced Inquiry required

Choose the inquiry management system that suits your company

By introducing an inquiry management system, you can not only eliminate problems such as response delays and double submissions, but also improve the quality of customer support responses and improve your company’s customer satisfaction.

Before introducing an inquiry management system, we recommend that you thoroughly check the functions you need for your company and try it for free.

Among the inquiry management tools, there is formrun as one that can be tried for free, has abundant functions, and has excellent operability.

Formrun is equipped with functions from form creation function to customer management function, status management, and analysis, so you can manage inquiries more efficiently and maximize results.

It is also possible to link with chat tools such as Slack, Chatwork, and Teams. Each chat tool has a function to notify you of inquiries, so you can prevent omissions of replies. There are also automatic reply and email template functions, so you can improve the efficiency of your work.

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