Why customer service managers use timetoreply’s performance optimisation and analytics to improve their team’s email reply times.

timetoreply Success is the most powerful email performance optimization & analytics tool designed to help teams improve support inbox reply times and increase customer satisfaction.

  • see your team’s email performance stats in a single dashboard
  • view individual’s contributions to a shared inbox
  • seamless integration with Hubspot and 5000+ other platforms

Stop losing customers due to missed SLAs and
poor response times with timetoreply Success

A missed SLA or lack of responsiveness can mean losing a valuable customer (it happens a lot),
hurting bottom line revenue. With timetoreply Success, real-time email performance optimization and
analytics, your service team will be on top of every single email.

microsoft 365 and Google Workspace

Never lose a
customer to a
missed SLA

Measure individual email performance, even
in a shared inbox

Increase email productivity
with automated smart recommendations

Integrates with HubSpot,
Salesforce and
more

Never lose a customer to a
missed SLA

Measure individual email performance, even in a shared inbox

Increase email productivity
with automated smart recommendations

Integrates with HubSpot,
Salesforce and more

Trusted by businesses worldwide to drive sales and delight customers

 

“The SLA reporting helps us keep track of our performance on email relative to our reply time goals. Over the last 12 months, our average reply time to customers has improved by 54%. timetoreply has given us the insights we need into how well our shared mailboxes are managed.”

Joel P, Customer Experience Manager
Ferguslea Properties (Prop. Management)

“Reporting on email volumes and reply times for both teams and shared mailboxes allows our managers to make data-driven decisions on how best to manage workload and processes across their teams. It’s important to us that we offer a consistent level of service across all of the regions in which we operate, timetoreply helps us do that.”

Jason K, Director of Customer Service
Global Furniture Group (Manufacturing)

“In terms of our responsiveness, it’s gone up from 62% to 86% as a company.”

Lonnie J, VP Customer Management
Ontellus (Legal)

Trusted by businesses worldwide to drive sales and delight customers

 

Provide responsive customer
service with timetoreply

Start tracking your customer service teams’ email workloads, average reply times and SLA performance. Works with Microsoft Outlook and Google Workspace, so your team gets to stay in their inboxes and optimise their email performance without having to learn a new tool.

Measure individual email performance,
even in a shared inbox

See every customer service team member’s reply times, opened emails, sent emails, missed SLAs and more.

timetoreply gives you a dashboard breaking down every team member’s email performance. It also lets you see how much each team member contributes to a shared mailbox.

  • See your email reply times per customer or customer group
  • Analyze how much each team member contributes to a shared inbox
  • Use email performance data to confidently make management decisions

Measure individual email performance,
even in a shared inbox

See every customer service team member’s reply times, opened emails, sent emails, missed SLAs and more.

timetoreply gives you a dashboard breaking down every team member’s email performance. It also lets you see how much each team member contributes to a shared mailbox.

  • See each team member’s reply times, opened emails, sent emails, average reply times, and more
  • Analyze how much each team member contributes to a shared inbox
  • Use email performance data to confidently make management decisions

Never lose a customer to a missed SLA 

Get a notification when an email sits too long without a reply.

Set custom reply time goals. You and the relevant team member will be notified if an email nears that time limit.

  • Set custom SLA goals
  • Get notified when an email is about to breach an SLA threshold
  • Instantly access an email that’s about to breach SLA with one click.
  • No digging around in inboxes required.
email alert

Never lose a customer to a missed SLA 

Get a notification when an email sits too long without a reply.

email alert

Set custom reply time goals. You and the relevant team member will be notified if an email nears that time limit.

  • Set custom SLA goals
  • Get notified when an email is about to breach an SLA threshold
  • Instantly access an email that’s about to breach SLA with one click. No email inbox digging needed
email reply time SLA report

Increase email performance with
automated smart insights

With the Optimiser feature team members get automated suggestions on which emails to prioritize based on importance and urgency.

Team members can see suggestions about which emails to prioritize next based on importance and urgency without having to dig through their inbox.

  • Notifications when emails are about to breach SLAs
  • Team member sees their real-time email performance compared to their peers
  • Automated smart insights tell team members which emails to focus on next

Increase email performance with
automated smart insights

With the Optimiser add-on team members get automated suggestions on which emails to prioritize based on importance and urgency.

Team members can see suggestions about which emails to prioritize next based on importance and urgency as they go through their inbox.

email reply time SLA report
  • Notifications when emails are about to breach SLAs
  • Team member sees their real-time email performance compared to their peers
  • Automated smart insights tell team members which emails to focus on next

Measure email reply times

Start tracking your customer service teams’ email workloads, average reply times and SLA performance.

Works with Microsoft Outlook and Google Workspace so your team gets to stay in their inboxes without having to learn a new tool.

  • Track email performance for individual and shared mailboxes
  • Set email reply time goals and track your teams’ performance against them
  • Visualize communciation patterns with customers, or customer groups
  • Manage workloads across team members

Measure email reply times

Link your teams’ mailboxes or your whole domain in seconds.

Get instant data on:

Start tracking your customer service teams’ email workloads, average reply times and SLA performance. Works with Outlook and Gmail so your team gets to stay in their inboxes without having to learn a new tool.

For 86%, good customer service turns one-time clients into long-term brand champions – Kronos

  • Track email performance for individual and shared mailboxes
  • Set email reply time goals and track your performance against these goal
  • See who your teams are responding to your customers or customer groups
  • Manage workloads across team members

80% of customers will stay AND spend 67% more…if their expectations are met.

We help customer-facing teams who communicate via email exceed those expectations.

Customer Service

Inbound Sales

Customer Support

Key Account Managers

Remote Teams

Integrates with Hubspot and many other customer service and support platforms

Conveniently integrates with your current tech stack.

timetoreply integrates withHubSpot, Salesforce, and more.

  • Seamless integration
  • Data exports and syncs via Excel and API
  • Easy-to-learn & minimal training allows customer service leaders to get instant, actionable data, custom reports and analytics

Get connected

timetoreply integrates with your favorite software tools

Why customer service teams love our email analytics and
optimising for Microsoft Outlook and Google Workspace

Measure email reply times

Know exactly how long each mailbox takes to reply to internal or external emails with our email response time software.

Real-time alerts

Setup real-time alerts so that you know if an important email hasn’t received a reply after X amount of time.

download email data

Mark emails as "Closed"

Use our native add-ins for o365, outlook.com or Gmail to mark emails that have been dealt with as “closed”. View your average time-to-close metric and work at improving this over time.

Track your service level agreements

Set goals based on your SLA agreements and use our tool to ensure you are not in breach of your agreed email reply time thresholds.

measure group email

Monitor individual or group mailboxes

Measure all incoming and outgoing emails for an individual email account or a group email address where customer queries are received.

Detailed email performance reports

Detailed analytics and reporting to help client services managers support and drive their teams’ email responsiveness to new and existing customer emails. Schedule these reports to be sent to you daily, weekly or monthly. 

Performance optimisation

Empower team members to self- improve in real-time with live stats & smart recommendations on which emails to address next.

Track client service agent and team trends

View what % of emails have been responded to in under 30min, 60min, 4 hours, etc. Set your own reply time bands and improve your customer team’s responsiveness to emails. Track performance over a 12 month period.

API and CRM integrations

Integrate timetoreply with your favourite CRM or business intelligence reporting tool. Sync data and analyze the impact of improving your timetoreply metrics.

Word on the street

We’ve got your back. Safe and secure for all major email providers.

microsoft 365 and Google Workspace
Tracking

We only track To, From, Subject line and timestamps.

Privacy

We never read your email, we don't have access to it.‍

Compatibility

Works with Microsoft Outlook, Google Workspace, and MS Exchange

Security
  • ISO27001
  • Google Security Certified
  • SOC 2 (coming soon)
  • HIPAA (coming soon)
Convenience

No software to install, everything is in your browser

Analytics for Outlook

Analytics for Gmail

Start improving your customer service reply times. Dramatically boost your customer service levels,
and never miss an SLA again

  • Measure individual email performance, even in a shared inbox
  • Never lose a customer to a missed SLA
  • Increase email performance with automated smart insights
  • Integrates with Salesforce, Hubspot, Constant Contact and ActiveCampaign

Get the guide now!

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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Get the free template now!

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

Your resource is on it's way

Get the guide now!

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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