Email Analytics For Large Logistics Companies

“Over the last 6 months, our average First Reply Time to customer emails has improved by 38%. Providing fast, friendly and professional service to our customers is at the heart of what we do, and timetoreply helps us achieve the results we’re aiming for.”

Colton Mote
College Hunks Hauling Junk

  • Raise the bar on customer service with email and analytics tools
  • Deliver consistently great customer experiences through better email productivity
  • Benchmark and track email response times to close the gap between you and your customers

Trusted by large logistics brands.

Logo ContainerPort

sales productivity softwareThe unstoppable growth of online shopping and ongoing disruption in the global supply chain has put logistics companies in the spotlight.

Today, more people than ever depend on the smooth functioning of logistics companies to power the global economy and get much-needed goods to their doorstep.

In fact, McKinsey notes that investment into logistics startups doubled in 2021 alone, and noted the huge potential for growth in this critical sector.

Logistics companies that want to make the most of their growth opportunities need to maintain the highest levels of customer service while ensuring their sales teams operate at their peak.

That’s why more and more large logistics companies use timetoreply. With our email analytics platform, logistics companies can set and track benchmarks across a range of email metrics to improve customer service and boost sales.

If you run a logistics company and want to raise the bar on customer service, deliver superior customer experiences and ensure every important customer email receives a quick and satisfactory response, read on.

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Raise the bar on customer service

Great customer service is the crown jewel in modern logistics companies’ crown.

When customers receive great service, they are more likely to stay with you for longer, spend more and recommend you to others.

In fact, 80% of customers will continue to use a business – and spend up to two-thirds more – when they receive fast, convenient and knowledgeable customer service.
Timetoreply’s email analytics platform gives customer service teams full visibility over customer emails and a broad range of email metrics. Our customers use timetoreply to set and track custom SLAs and bring visibility to customer service operations.

By tracking a broad range of email metrics, customer service teams can identify bottlenecks, keep track of important emails, and ensure a seamless deliver of excellent service.

That’s why leading large logistics companies depend on our platform to raise the bar on customer service, build customer loyalty, and grow their revenue.

Top 3 Benefits of Using the Feature

  • Resolve customer queries quicker
  • Track custom SLAs for continuous customer service improvement
  • Raise the bar on customer service
measure group email

Deliver a great customer experience

A few years ago, analysts predicted that customer experience will trump product and price as the most important factor in customer buying behaviour. Fast-forward a few years and we are truly in the midst of the Experience Economy, where companies that can consistently deliver great customer experiences win.

Great customer experience require consistency. And for too many customer service and sales teams, a lack of consistency in their email responsiveness undermines the quality of the customer experience.

That’s why leading large logistics companies rely on timetoreply to bring visibility to the total performance of their customer-facing teams. Our email analytics platform helps set and maintain high standard of email responsiveness, and ensures no important emails fall through the cracks.

Through empowering customer service and sales teams with data insights into key email metrics and the ability to encourage healthy competition through internal leaderboards, timetoreply can help maintain consistently excellent customer experiences for leading large logistics companies.

Shared mailbox reporting for Outlook and Gmail

Top 3 Benefits of Using the Feature

  • Gain visibility over the total performance of customer service teams
  • Encourage healthy competition through leaderboards
  • Identify and resolve bottlenecks to deliver superior customer experiences
measure group email

Deliver a great customer experience

A few years ago, analysts predicted that customer experience will trump product and price as the most important factor in customer buying behaviour. Fast-forward a few years and we are truly in the midst of the Experience Economy, where companies that can consistently deliver great customer experiences win.

Great customer experience require consistency. And for too many customer service and sales teams, a lack of consistency in their email responsiveness undermines the quality of the customer experience.

That’s why leading large logistics companies rely on timetoreply to bring visibility to the total performance of their customer-facing teams. Our email analytics platform helps set and maintain high standard of email responsiveness, and ensures no important emails fall through the cracks.

Through empowering customer service and sales teams with data insights into key email metrics and the ability to encourage healthy competition through internal leaderboards, timetoreply can help maintain consistently excellent customer experiences for leading large logistics companies.

Boost email reply times

Improving customer satisfaction and converting more inbound leads to sales could be as simple as responding to emails more quickly.

Companies that can respond to an inbound sales lead within an hour are 60 times more likely to qualify that lead than a company that takes a day to respond.

Customer service teams that can provide quick and effective responses to customer requests are also far more likely to retain that customer.

However, too many customer service and sales strategies come undone due to slow email responses. In fact, in a survey of 1000 companies the average response time to handle a customer service request was 12 hours. For sales queries that jumps to 42 hours.

Taking that long to respond puts you at risk of losing that customer to a more attentive and responsive competitor.

Leading large logistics companies know that boosting email reply times is a surefire way of improving sales and customer service success.

That’s why they use timetoreply to set and track customer SLAs, measure the email performance of teams and individuals, and boost email response times.

In fact, our customers have improved their email response times from 7 hours to 2 hours and their response rates from 65% to more than 90% within 8 hours of using our platform.

Shared mailbox reporting for Outlook and Gmail

Top 3 Benefits of Using the Feature

  • Set and track SLAs for email reply times
  • Gain data insights into the performance of individual agents, teams and the entire organisation
  • Continuously improve average reply times to boost customer service levels

OUR CUSTOMERS

 

Testimonials

Logo ContainerPort

 

 

 

 

 

ContainerPort Group

“It’s important for our managers to have the visibility they need into email traffic and reply times within our shared mailboxes. The data we’re able to surface using timetoreply allows our managers to focus on their teams providing the highest level of service to both our internal and external customers.”

Jason Wood

Vice President of Pricing & Network Management

 

 

 

 

 

College Hunks Hauling Junk

“Over the last 6 months, our average First Reply Time to customer emails has improved by 38%. Providing fast, friendly and professional service to our customers is at the heart of what we do, and timetoreply helps us achieve the results we’re aiming for.”

 

 

 

Colton Mote

Lead Sales Manager

 

 

 

 

NRI Distribution

“Speed, accuracy, and the human touch are critical to creating the right customer experience. With timetoreply, not only do measure how efficient we are at communicating with our customers, but our managers have a way to quickly identify opportunities to elevate their team’s performance on email.”

 


Will Jordan

Vice President of Accounts

Capterra Reviews

“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.”

Frequently asked questions

1. How do you manage email responses?
It’s nearly impossible for sales and customer service teams to manually stay on top of overflowing inboxes. With the volume of emails increasing by the day, customer service and sales teams need technology tools to help them keep track of important emails and improve their average email response times.

Email response management software helps organisations manage their email activity and improve the value email delivers to the business and its customers. Email response management software can help organisations filter emails, analyse email activity, track custom SLAs and deliver actionable insights that can drive improvements in general email productivity across the team.

2. Which features to look for in the best email management solutions?
Not all email response management software is created equal. There are some important features to look out for that will indicate whether the email response management software you’re choosing can deliver the business value you’re after.
The best email response management software tools will enable you to:

  • set and track custom SLAs tied to specific internal or customer requirements
  • see how many emails you need to reply to, how long each email has been awaiting a reply, and how the reply time compares to custom SLAs
  • track total business email volumes, peak times, top users, and average reply times
  • close email conversations from your inbox without the need for a separate ticketing system
  • optimise email communication with data-driven insights, reports, and alerts
3. What is the best team email response management software?
While different email response management software offerings have different strengths, there are specific aspects that sets the best apart from the rest.

These aspects include easy integration to any email environment, no need for costly or lengthy deployment processes, actionable insights into email performance, and world-class security and data protection. The best email response management software will also offer a range of functions and benefits to both customer service and sales teams.

This makes timetoreply the best email response management software for high-performance teams. Our platform easily integrates with your Outlook or Gmail email environment and starts producing actionable insights within minutes.

Our security, easy compliance to a broad range of global data and privacy regulations and growing list of third-party integrations make timetoreply the best option for teams seeking to improve their email productivity and responsiveness.

4. What makes Timetoreply a unique solution for teams and managers?
Timetoreply is the only email response management solution for sales and customer service teams that integrates with any email platform. Our powerful, easy-to-use email response management software can be deployed quickly and without fuss, with reports and real-time alerts that can improve email productivity within minutes.

Timetoreply helps sales and customer service teams improve their email performance by producing actionable insights that can point to service bottlenecks and areas of improvement. Measure average email response times, track custom SLAs, set reply time goals, and produce powerful reports with data export capabilities to drive continuous improvements in customer service.

Our world-class security and compliance to data and privacy regulations also give companies peace of mind, while integration to a growing number of third-party applications ensures timetoreply’s email response management software can support your teams no matter the tools they use.

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

 

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We only track To, From, Subject line and timestamps. We never read your email, we don't have access to it.‍

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Works with o365, Outlook, Gmail, MS Exchange and IMAP

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ISO27001 and Google Security Certified

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No software to install, everything in your browser

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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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