Whether you’re managing a sales team, handling incoming customer support requests, or sending important information to your team members, you’re always in your inbox.

 

However, as your company and team grow, you need clear and effective systems to manage your email. If not, it’s easy to become overwhelmed, losing out on opportunities and leaving customers waiting for hours.

 

There are various email management tools and software out there, such as timetoreply, Freshdesk, Zendesk, Front, and more. 

 

In this guide, we’ll show you the key differences between each tool so you can decide which email management tool is right for your company and needs.

Why do you need email management software?

 

It’s tempting to manage your inbox manually — after all, isn’t that what everyone does?

 

Well, not exactly. High-performing companies use dedicated software and tools to ensure they stay productive, never miss an important email, and keep their customers and leads happy.

 

There are big benefits to investing in good email systems, too:

 

  • 77% of customers say that valuing their time is the most important thing a company can do (Forrester Research)
  • Companies that contact potential sales leads within an hour of receiving a query were 7x more likely to qualify leads than those that waited over an hour (Harvard Business Review).

 

If your team can stay on top of their inboxes and always follow up with your leads and customers when they’re hoping to hear back from you, you’ll close more new business and boost your customer satisfaction.

 

What are your options?

 

Luckily, you don’t need to build any complex software in-house to manage your email workflow as there are existing tools.

 

Some of the most effective include:

 

 

However, there are key differences between these tools. 

 

In the next section, we’ll compare our platform, timetoreply, to the most popular alternatives.

 

We’ll highlight the situations where you’d be best using timetoreply, and others where you’d be better off using the alternatives.

 

timetoreply vs. Freshdesk

Why use Freshdesk?

 

Freshdesk is a customer support platform designed to help growing customer support teams manage their tickets and build self-service workflows for their customers. It’s ideal for B2C brands with a high number of incoming support requests.

 

You can triage support requests, build automated workflows, and tag other support agents into your conversations, so it’s perfect for collaborative customer support.

 

freshdesk

You can also integrate your social media accounts, support phone numbers, live chat, and website conversations making it easy to stay on top of all of your requests, whichever channel they arrive from.

 

However, Freshdesk wasn’t built for sales teams, unlike timetoreply. There will also be a significant infrastructure change as you’ll need to migrate all of your team’s email activities onto Freshdesk to use the platform to its full potential. 

 

Why use timetoreply over Freshdesk?

 

Freshdesk is a powerful platform that gives your customer support team every tool they need as you scale up. 

 

However, if you’re not ready to shift your email activity to a new platform, it’s likely too early for you to use it. It’s also best for customer support — not designed for both support and sales teams.

 

If, on the other hand, you need actionable insights into both your customer support and sales team’s email usage, timetoreply is a perfect option.

 

Your team can use our email analytics to see trends in support tickets, trends in sales inquiries, and take a data-driven approach to all client-facing communication.

 

timetoreply integrates with your existing inboxes, and you won’t need to migrate to a new platform to use it. Within minutes you can start seeing actionable data and use that information to set goals and targets for your team.

 

It’s perfect for B2B companies that want to gain insight into their email productivity, but don’t need a comprehensive customer support platform. 

 

timetoreply vs. Zendesk

Why use Zendesk?

 

Zendesk is a customer service platform designed to help you manage support requests across your web, mobile apps, and social media platforms. 

 

The platform includes a rich range of customer service features, letting you create automated workflows to manage incoming support tickets, a live chat system, and a knowledge management platform to help you manage support documentation.

 

As well as that, Zendesk has sales-focused features including a CRM, sales call logging, contact enrichment, and lead recommendations.

zendesk

However, just like with Freshdesk, using Zendesk requires you to go all-in on their platform if you want to make the most of the platform’s features and get value from it. 

 

If you do need all of the features Zendesk offers, it’s a powerful option. However, unless your company is quickly scaling both your support and sales functions, it might be overkill.

 

Why use timetoreply over Zendesk?

 

There’s no doubt about it — Zendesk is a powerful platform for any company that wants to manage their customer support and sales inquiries at scale.

 

However, for many mid-sized companies, moving your email operations to Zendesk is a big investment, from both a time and financial perspective.

 

If you want to quickly start tracking data on your team’s email performance, for both customer service and sales, timetoreply can help. 

 

Like Zendesk, you’ll be able to boost your team efficiency by giving them access to detailed reports and data on email performance.

 

When you notice you have too many incoming emails for your support or sales team to handle, you can start to hire new reps or build new systems to help your team keep their inboxes under control. You can see data for shared inboxes, like support@company.com, and granular detail on individual inboxes.

 

timetoreply is a perfect alternative to Zendesk if you don’t want to move your sales and support team onto a whole new platform, but want to extract useful data from your existing activities.

 

timetoreply vs. Front

Why use Front?

 

Front is a popular customer communication platform that brings your team’s inboxes together to help you manage incoming inquiries.

 

There are a few key benefits to Front: your emails are all stored in one place, you can quickly notify teammates when they need to jump into your conversations and connect as many inboxes, SMS, or social accounts as you need to.

 

Like with timetoreply, you can also measure your email response times and trends with email analytics.

 

Overall, it’s a powerful tool for teams that want to handle their communication from a shared inbox.

 

Why use timetoreply instead of Front?

 

timetoreply

If you care about email analytics and improving email productivity but aren’t ready to move all of your email communications into a unified platform, timetoreply is the perfect Front alternative.

 

timetoreply is best for teams that need insights into both shared and individual inboxes, but don’t want their team to have to move their day-to-day email activities to a new platform.

 

timetoreply connects with your existing inboxes and once you’re set up, you’ll start seeing data on your team’s email performance across shared and individual inboxes to help you improve your email response times.

 

Ecosystem change vs. Ecosystem addition

 

The truth is that all of these tools are powerful. However, depending on your company size and needs, the best one for you will vary.

 

If you’re looking to gain actionable data on improving your team’s email performance today, then timetoreply is for you. Within minutes of connecting your mail accounts, you can access detailed reports with data such as:

 

  • Average time to reply
  • The average number of conversations per day
  • Average inbound emails per hour

 

Over time, you can track your team’s performance against their goals and track how you’re performing against your service-level agreements.

 

timetoreply is an addition to your existing processes — not a complete ecosystem change.

 

On the other hand, tools like Freshdesk, Zendesk, and Front require an ecosystem change. 

 

Once you start using them, your team will need to move their email activity to those platforms to make the most of their features. That’s not to say it’s not a worthwhile move, but, it’s an important distinction to make.

 

That also means you’ll need to spend time migrating your email activities to the platform, and there will be a short-term cost associated with that. However, if you’re drowning in emails and need a dedicated platform to handle your customer support operations, they’re all great options.

 

Getting Started with timetoreply

 

If you’re ready to start tracking and improving your team’s email productivity and optimize your reply times, timetoreply is for you. 

 

You can get started with our free trial, and within minutes you’ll see actionable dashboards with information on your email productivity.

 

Then, you can set goals, add inboxes, and start taking a data-driven approach to improving your customer and sales lead-facing communication.

 

There’s no software to install, and timetoreply works with o365, Outlook, Gmail, MS Exchange, and IMAP inboxes.

 

If you’re ready to get started, click here to start your 15-day free trial.

 

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