timetoreply’s email analytics software is one of the most advanced email analytics solutions available today. Our system tracks email volumes and email reply time data on the individual mailboxes level, shared mailbox level (including group mailboxes and distribution lists), team performance and even external supplier and customer email volumes and reply time data.
timetoreply™ was born out of a frustration around trying to track email behavior and email analytics and not being able to find a solution that truly provided the data and insights needed to monitor and incentivize staff properly.
timetoreply turns Outlook or Gmail into the ultimate email SLA tool.
Now you can mark email threads that have been handled as “closed” and get clarity on what is awaiting a reply, what has been handled and what emails were responded to within SLA and which emails breached your SLA reply time goals.
Finally, your teams’ email performance won’t be a black hole.
Customersupport@, support@, whatever your shared mailboxes are called, we can provide analytics on how you are responding to customers on the shared mailbox level and how each individual agent is performing to emails they handle from the shared mailbox.
Understand email workloads, average reply times and want requires a reply.
Your customers will love you, and you’ll start hearing things like “you are so responsive” and “Wow, that was quick”!
Number of emails that have not been replied to or marked as closed by your team that are awaiting a reply.
The number of email threads that your agents have marked as “closed” either using native functionality in Outlook or Gmail or using our Outlook or Gmail plugin. Email threads that have been handled or no longer require a reply can be marked as “closed”.
The number of times an agent or contact has sent two or more emails without receiving a reply in between.
SLA goal (or service level agreement goal) is a reply time goal that you have agreed internally or with your customer. For example, “We will respond to all emails within 8 business hours.”
The average time it takes you to respond to the first email in a new inbound conversation
Number of email conversations that have not received a single reply from your team on timetoreply.
The total number of emails that have been received by a mailbox for the date range selected when running the report.
The average time it takes to mark an email thread as “closed” i.e., completed.
Number of emails that have been responded to within their SLA goal
Number of emails that took longer than their SLA goal to receive a reply
The average reply time to all inbound emails (not just the first email in a new conversation).
The total number of emails that have been sent by the mailbox you are reporting on.
"In terms of responsiveness, it’s gone up from 62% to 86% as a company."
Lonnie Jackson
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."
Kyra Augustus
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!"
David Sarembock
Founder and Managing Director
We only track To, From, Subject line and timestamps.
We never read your email, we don't have access to it.
Works with Microsoft Outlook, Google Workspace, and MS Exchange
ISO27001
Google Security Certified
SOC 2 (coming soon)
HIPAA (coming soon)
No software to install, everything is in your browser