We’ve added a new table to the timetoreply Overview Report called the “Customer Breakdown” table. Take a gander at it below.

 

timetoreply Customer Breakdown Table

 

What makes it great?

 

Essentially, the Customer Breakdown table shows you how your teams have performed in relation to a specific customer group that you create. Customer groups can consist of multiple customer domains or email addresses.

How does it work?

 

The Customer Breakdown table works when you choose a customer group as the “When communicating with” field and then shows you how you have performed to that group.

 

To create a customer group go to TOOLS > CUSTOMER GROUPS.

Once you have set up your customer group, try running a report for “Show stats for” MY COMPANY “When communicating with” YOUR NEW CUSTOMER GROUP and you will see your email volumes and average reply times to each specific customer email and/or customer domain in the group you created. You can also see how specific individuals, shared mailboxes, or teams are performing to YOUR NEW CUSTOMER GROUP.

You can add this new segment to your Overview Report by navigating to the bottom of the report page and clicking on “+Add Statistics Widget”, choose Customer Breakdown and it will appear in your report. Nifty huh?

 

See the Customer Breakdown in action 👀

 

 

If you’re looking for a tool that will help you understand how your sales or support and success teams are treating your most valuable customers, then start your timetoreply free trial now.

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Follow these five steps and you'll get visibility into your teams' email performance, understand your current response times and email volumes, be able to set KPIs, identify areas for improvement, set alerts to ensure nothing slips through the cracks and more!

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Download the free Response Time Policy template and start putting a framework in place to improve your response time to customers.

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Shared mailboxes can be a nightmare. But follow these five ways to make managing collaborative email easier and more transparent and you can make sure that your shared inbox is transformed into a tool for your team's best work. 

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