Email analytics software for teams

microsoft 365 and Google Workspace

Safe, secure email analytics software for Microsoft Outlook and Google Workspace.

  • Our email analytics software is jam-packed with useful features and helps companies provide best-in-class service over email. Improve reply times and response rates to inbound emails.
  • Track and improve your teams’ average reply times
  • See which emails across your team are awaiting a reply, which have been marked as complete and which are approaching an SLA reply time goal
  • Measure individual and shared mailboxes
  • We only analyze email header information. No access to the body or attachments of any email.
  • Setup SLA goals and scheduled reports, supercharge your sales teams’ email performance today.

 

SLA Email Report

Trusted by businesses worldwide to drive sales and delight customers

 

Trusted by businesses worldwide to drive sales and delight customers

 

Do you need data on how your teams are performing on email using Microsoft Outlook and Google Workspace?

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.

  • Get insight and data into your teams’ email performance
  • Track and report on email reply time SLA performance
  • Reduce customer complaints and churn by improving your response rate and reply times to customers
  • Use real-time alerts to prevent any email sitting for too long without a reply
email alert

Do you need data on how your teams are performing on email using Outlook, Office 365 of Gmail?

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.

email alert
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.

  • Get insight and data into your teams’ email performance
  • Track and report on email reply time SLA performance
  • Reduce customer complaints and churn by improving your response rate and reply times to customers
  • Use real-time alerts to prevent any email sitting for too long without a reply
email reply time SLA report

Not able to track email SLA performance easily from Microsoft Outlook and Google Workspace?

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.

  • Meet your SLA goals
  • Save time by focusing on emails that matter
  • Improve team performance
  • Delight your customers

Not able to track email SLA performance easily from Outlook and Gmail?

timetoreply turns your Outlook or Gmail into the ultimate email SLA tool.

email reply time SLA report
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 blackhole.

  • Meet your SLA goals
  • Save time by focusing on emails that matter
  • Improve team performance
  • Delight your customers

Looking for metrics for your shared mailboxes?

[email protected], [email protected], 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”!

  • Manage team member workloads
  • Provide better, more consistent service
  • Incentivize top performers
  • View and improve individual performance within shared mailboxes
email reply time SLA report

Looking for metrics for your shared mailboxes?

email reply time SLA report
[email protected], [email protected], 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”!

  • Manage team member workloads
  • Provide better more consistent service
  • Incentivise top performers
  • View and improve individual performance within shared mailboxes

Looking for metrics for your shared mailboxes?

Emails awaiting an agent response

Number of emails that have not been replied to or marked as closed by your team that are awaiting a reply.
download email data

Number of closed emails

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”.

Follow-ups

The number of times an agent or contact has sent two or more emails without receiving a reply in between.
set email reply time goal

SLA Goal

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.”

Average first reply time

The average time it takes you to respond to the first email in a new inbound conversation

No replies from my company

Number of email conversations that have not received a single reply from your team on timetoreply.

Total emails received

The total number of emails that have been received by a mailbox for the date range selected when running the report.

Time to close

The average time it takes to mark an email thread as “closed” i.e., completed.

Within SLA

Number of emails that have been responded to within their SLA goal

SLA Breach

Number of emails that took longer than their SLA goal to receive a reply

Overall average reply time

The average reply time to all inbound emails (not just the first email in a new conversation).

Total emails sent

The total number of emails that have been sent by the mailbox you are reporting on.

Customer Service

Inbound Sales

Customer Support

Key Account Managers

Remote Teams

Word on the street

Ontellus
“In terms of responsiveness, it’s gone up from 62% to 86% as a company.”
Lonnie Jackson
Vice President of Customer Management
Telarus
“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
Swift Momentum
“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

Frequently asked questions

1. How do I view email analytics in Outlook and Gmail?
Popular email platforms such as Outlook and Gmail offer only the most basic email analytics. For high-performance sales and customer service teams, native email analytics simply won’t cut it. 

Using professional email analytics software can help uncover vital data about your teams’ email performance that can be used to guide improvements in how you respond to your customers. 

Timetoreply easily integrates with any leading email platform, including Outlook and Gmail. Through a quick deployment, timetoreply immediately starts producing valuable insights into your sales and customer service teams’ email activity and performance – to help you develop the best email practices and optimize your workflow. 

Our platform is the only email analytics software designed for Outlook and Gmail, providing an intelligent layer over your email platform of choice.

2. Which email analytics metrics should companies analyze?
Customer service teams, salespeople, key account managers, and remote teams will have their own unique needs and challenges in their efforts at delivering the highest standards of customer service. However, all of these teams can benefit from gaining greater insight into their email performance, and should look for tools that track email analytics metrics that include:

  • total conversations
  • inbound and outbound conversations
  • completion ratio
  • average initial reply time
  • average overall reply time
  • SLA tracking
  • peak traffic times
  • which inboxes receive the most requests

Companies should also choose email analytics software that offers reports and data export capabilities for deeper analysis of key email-related trends. The ability to implement custom SLAs and to track how well the individuals or teams perform against custom SLAs is also key.

3. What features should I look for in advanced email analytics software?
You may need different types of support from your email analytics tool depending on the specific needs of your business. However, there are some common features that you should look for in your email analytics software, including the ability to:

 

  • easily see which emails need a reply and which have already been handled
  • track email volumes per individual, team or shared mailbox
  • create real-time notifications or alerts so emails from important or priority customers are not left unanswered for too long
  • track shared mailboxes and individual team member stats to ensure sales reps or customer service team members meant to respond to shared mailbox queries do so in a timely manner
  • optimize average email reply times to help you improve customer satisfaction and boost sales success
  • forego a standalone ticketing system by closing email threads directly from your inbox
  • download and schedule reports
4. What is the best team email analytics tool?
For sales, support, and customer success teams wishing to improve their email reply times and enhance sales efforts, timetoreply is the best option. Unlike other email analytics software, timetoreply works with any email client – including Gmail and Outlook – across every device.

Our email analytics platform connects to your teams’ mailboxes – or your entire domain – to provide actionable analytics. The best customer service and sales teams use our data-driven insights to improve their email productivity, deliver superior customer service, and close more deals.

See individual and shared reply time performance, email volumes, peak hours and more, giving you visibility you need to boost your team’s performance to customers, leads and key customers.

5. What makes Timetoreply a unique solution for teams and managers?
If you need a secure, easy-to-use and quick-to-deploy email analytics platform that can supercharge your sales and customer-facing support teams, then timetoreply is the best option on the market.

It’s different from CRM software and marketing automation tools and doesn’t focus on metrics like open rates or click-through rates. Instead, it’s all about valuable metrics like how quickly your customer service team replies to support emails, or how long your inbound sales leads are left waiting before they hear from your salespeople. When you gain such insights, you can develop your own best practices for email & lead response to meet high-level goals and KPIs.

Timetoreply is the only email analytics software that works with any email platform. Our user-friendly solution allows companies to add individual or team mailboxes and can track an entire company domain to give unprecedented transparency into email productivity.

With timetoreply, no important emails will slip through the cracks thanks to real-time alerts and continuous tracking of team performance against custom SLAs. 

A powerful dashboard also provides a real-time view over the total email performance of your customer-facing and sales teams.

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

15 day free trial

Totally free 15 day trial • Instant reports • No credit card required

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.

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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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