Email Analytics and
Alerts Software For Customer Service Teams
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
Trusted by thousands of businesses worldwide.
Want to provide responsive, consistent service to your customers over email?
Link your teams’ mailboxes in seconds and get instant data on their individual and shared mailboxes reply time performance, email volumes and more.
- Track email reply time SLAs
- See which emails met their SLA goal and which breached their reply time goal
- Improve response rates and average first reply time
Worried about losing customers due to missing important emails?
It’s every customer service manager’s worst nightmare… churning a customer due to taking too long to respond to their email enquiry or missing an important email altogether. Research has shown that customers say that valuing their time is one of the most important things a company can do, here’s how we can help:
- Create real-time alerts so that if an email from an important customer or group of customers hasn’t received a response after X time you will be notified
- Set first reply time, overall reply and time to close goals and measure your teams performance against these goals
- Receive scheduled reports so you can see which emails are still awaiting an agent reply and which replies breached their response time goal
Not sure who is performing well and who is dropping the ball when responding to your shared mailbox emails?
Timetoreply provides you with total clarity into your shared mailboxes. Get analytics on the shared mailboxes as a whole and see how each member of the shared mailbox is contributing to the overall performance.
- Manage workloads and capacity planning
- Improve poor performers average response times and reply rates
- See who your top performers are and reward them
- Compare multiple shared mailboxes against one another
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.
- Increase customer satisfaction
- Improve email reply times
- Unlock deeper insights into team performance
Best for customer-facing teams who never want to miss an important email or leave a customer waiting.
Why customer service teams love our email reporting for Outlook, Office 365 and Gmail
Measure email reply times
Know exactly how long each mailbox takes to reply to internal or external emails with our email response time software.
Setup real-time alerts so that you know if an important email hasn’t received a reply after X amount of time.
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.
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.
Create healthy competition by sharing the comparative leaderboard reports with your team. Set goals and reward the best performing agents. Watch your average reply times to customers improve and your qualified leads increase.
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.
“In terms of responsiveness, it’s gone up from 62% to 86% as a company.”
Vice President of Customer Management
“We have seen response times in particular groups go from 7 hours to 2 hours with the timetoreply data. This is getting information to our partners quicker and streamlining the way we work.”
Director of Partner Support – Central
“Everyone has improved their reply times by at least 300-400%, giving our customers a 3-4 times faster and therefore better experience. As a business owner, that’s huge!”
Founder and Managing Director
“timetoreply is the best for the job. It is very easy to set up and import as many Agents(users) as you want and see the data populate in a matter of minutes.”
“We’ve been able to address staffing, general productivity, contingency planning, communication spikes and increases, and more. timetoreply has been incredibly valuable to our organization.”
“Being in the service industry, we are required to meet certain SLAs for our clients. timetoreply has helped us to ensure that we are providing the best possible service and meeting our SLAs.”
“It offers the privacy that individual user need/appreciate while still giving insight into communication performance for both internal and external clients.”
15 DAY FREE TRIAL
15 day free trial. Instant report. No credit card required.
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