Businesses run on email

Email is the most widely used work communication tool on the planet. An estimated 1 billion workers rely on email to get work done, and 61 percent of people say they’re getting more work email each year.

Email is far from dead

When a customer has a question, they expect to be able to send you an email. And when teams need to communicate, email is the most reliable channel to get a response. While tools like internal chat and video have emerged to allow us to connect with our customers and teams, it’s clear that email remains an essential and irreplaceable communication tool for work.

Email is changing for the better

Email was invented in the 1970s. It was built for one-to-one communication — to send a single message to another person.

But the way we work has changed since then. One-to-one communication isn’t enough. We’re collaborative and dispersed across the globe. We’re deeply connected to each other — and we rely on our teams more than ever before.

Email wasn’t built for working together. With group email addresses, forwarding, and CC'ing, a simple question to a teammate devolves into an impossible-to-follow conversation. When there’s more than one teammate on an email thread, there’s no way to tell who should respond. Information gets trapped and lost in emails, which slows us down.

Collaborating on email is messy — and on the other end of the conversation, customers can feel it.

That’s why shared inboxes were born: to rethink email for modern, collaborative work. Since email is core to our work, it can feel a little strange to change the way we manage it. In this playbook, we cover all you need to know about shared inboxes, why teams use them, and how they differ from the traditional email we’re used to.