Excel at Customer Service & Support
With timetoreply Success you can see how many emails each one of your customer service agents sends and receives each day, view their initial and average reply times, close off conversations without a ticketing system, and see their individual contributions to shared inboxes. Get a list of all emails that still need to be replied to, and delight your customers with exceptional service.
Why should customer-facing teams use an email analytics tool like timetoreply Success?
Do you know how long it takes for your team to get back to your customers? Confident that no customer emails are slipping through the cracks? Email responsiveness builds repeat business. But when you’re dealing with a lot of emails, how do you know that your team is responding in time?
Picture this. 80% of Americans say speed, convenience, knowledgeable help, and friendly service are the essential elements of positive client experience. When their expectations are met, customers are 80% more likely to continue using a business — and eventually, spend 67% more. BUT, 6 in 10 will walk away after just a few bad experiences.
Use timetoreply Success to support and monitor the email responsiveness of your customer support team by measuring their reply times at an individual and team level. This helps customer-facing teams stay on track, without you having to introduce unfamiliar tools or new ways of working. Your team can close conversations directly from their inbox, without using a ticketing system. You’ll also get the daily reports on emails that still need replies sent directly to you, so you can close off each day confident that you’ve delivered the top notch support you promise.
Fire up your customer support with timetoreply Success
View Average Email Reply Times
See how long your staff take to reply to emails. See their average First Reply Time, Overall Reply Time, and their response time trends.
See Email Volumes
See how many emails were sent and received in a day per mailbox, as well as the trends. Use this info to balance workload and assign help where it’s needed.
Close Conversations Without a Ticketing System
Agents can mark conversations as ‘closed’ directly from their inbox, without the complexity of a ticketing system.
Set Response Time Goals
Teams and Customer Groups
Control Your Data
View Message Logs
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Resources to help you manage your customer-facing teams
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