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.

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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

Set goals and reward staff based on their activity and email reply times. View the time that the first emails and last emails were sent in a day, compare the number of emails sent inside and outside of business hours, as well as each staff member’s average number of emails sent and received per hour.

Track Responsiveness

View what % of emails have been responded to in under 30min, 60min, 4 hours, etc. Set your own reply time bands and improve your staff’s responsiveness to emails – a great springboard into more general productivity discussions with your staff.

Teams and Customer Groups

Group staff into teams, and create customer groups to see how different teams are performing and how your business is responding to your customers.

Schedule Reports

Schedule customized reports to be sent to you (or anyone else) on a daily, weekly or monthly basis.

Control Your Data

Use filters to include or exclude certain emails and other data from being counted in the reports, for greater accuracy and clarity.

View Message Logs

View the message logs to see the time it took for each reply in a conversation (your reply times and your customers’ reply times).

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Resources to help you manage your customer-facing teams


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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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