Email Reporting Software For Teams and Managers

 

The only email analytics solution for all service providers (Outlook, o365 and Gmail)

Our customers have improved their response times from 7 hours to 2 hours and their response rates from 65% to 90%+ within 8 hours with timetoreply.

  • Measure email volumes (send and received) for individuals, teams and shared mailboxes
  • Track email reply times and set goals
  • Set real-time alerts for important emails
  • Scheduled reporting view which emails breached their reply time goals
  • View agent leaderboards

Trusted by thousands of businesses worldwide.

How do you prevent receiving customer complaints about poor service over email?

With our real-time alerts, you can create an alert to fire when there has been no response to a key customer after X amount of time.

The alert can be sent to a manager, the agent who needs to respond or anyone else you choose.

You can also link up with your CRM to automatically create a task for the agent so that they know to respond to the email.

 

  • Improve reply times
  • Never miss an important email again
  • Reduce customer churn
  • Increase NPS
email alert
email reply time SLA report

Need a way of seeing which emails met their reply time goal and which took too long to receive a response?

timetoreply turns your Outlook or Gmail into the ultimate email reply time 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 blackhole.

  • Meet your SLA goals
  • See a break down of which emails met the reply time goal and which failed
  • Save time by focusing on emails that matter
  • Improve team performance
  • Delight your customers

 

Not sure who is doing what in 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
  • View your average reply times for your shared mailboxes and see how each individual has contributed to the shared mailbox performance
  • Provide better, more consistent service
  • Incentivise top performers
  • View and improve individual performance within shared mailboxes

 

email reply time SLA report

Our Email Reporting Software Features

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.

 

Agent leaderboards

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.

OUR CUSTOMERS

Testimonials

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

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.”

“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.”

Frequently asked questions

1. How do I view email analytics in Outlook and Gmail?

Despite their popularity, neither Outlook or Gmail offers much in the way of advanced email analytics. While both business email platforms provide some basic functionality, high-performance sales and customer service teams need to explore other solutions if they want detailed insight into their teams’ email productivity.

That’s why a growing number of companies rely on timetoreply to gain data-driven insights into total email volumes, average reply times, completion ratios, and more.

2. Which email analytics metrics should companies analyse?

Every team will have unique needs and challenges in their efforts at delivering the highest standards of customer service. However, teams can all benefit from gaining greater insight into their email performance, and should look for email reporting tools that track:

  • 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 an email reporting tool that offers a variety of reports as well as data export capabilities for deeper analysis of key email-related trends.

3. Which features to look for in an advanced email analytics platform?

Companies seeking the support of email reporting software for their managers and teams should look for the following features:

 

  • The ability to measure email reply times, including average initial reply times and average overall reply times
  • Real-time alerts that inform users when they’re approaching custom SLA thresholds
  • The option to mark emails as ‘closed’ without having to use a separate ticketing system
  • Easy tracking of SLA goals based on custom SLA thresholds
  • Ability to monitor individual or group / shared mailboxes
  • Detailed performance reports that can help identify potential bottlenecks
  • Agent leaderboards to create healthy competition between customer service and sales agents
  • API and CRM integrations to ensure the smooth running of your customer service and sales teams
4. What is the best team email analytics (reporting?) tool?

Timetoreply is the only solution for companies seeking an email reporting tool for their customer service or sales teams that works with any email platform. Our simple deployment and quick integration to both Gmail and Outlook enables sales and customer service and support teams to immediately start benefiting from insightful analytics into their email performance, allowing them to optimise their productivity and drive bottom-line results.

5. What makes Timetoreply a unique solution for teams and managers?

Timetoreply is the only email reporting tool that works with all business email platforms. Our email reporting platform easily integrates with your business email platform of choice, and can immediately boost your team’s sales and customer service success by producing actionable insights within minutes of activation, with no install required.

Our solution connects to individual or shared mailboxes and measures reply times, email volumes, peak hours, and a range of other metrics to bring clarity to the performance of sales and customer-facing teams on company email channels.

A growing number of third-party integrations also ensures your teams can continue to enjoy the benefits of improved email productivity, no matter the CRM and other 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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