Frequently Asked Questions

timetoreply empowers customer-facing team members to self-optimize their performance in real-time, and delivers life analytics and insights into the team manager’s dashboard.

In addition to acting as a ‘FitBit’ for your team members, timetoreply measures:

• How quickly your team replies to new emails
• How quickly your team replies to all emails
• Enquiry resolution rates
• SLA breaches (preventing them via custom alerts)
• Conversation lengths, and who is engaged in them
• Email volumes (sent and received)

timetoreply doesn’t send or receive your email. It simply works on top of your existing mailboxes to analyze inbound and outbound emails in order to provide analytical data about how quickly your business and sales agents respond to emails. When you sign up for timetoreply, we establish a secure connection with your email server so that we can analyze your inbound and outbound emails. The software works with IMAP, Gmail, o365, Outlook, and MS Exchange.

Our software and algorithms analyze your email activity and provide reply time reports and leaderboards for your company that can be viewed via your online dashboard.

As emails come in and out of your mailboxes we measure the time it takes your staff to respond. timetoreply does its magic without ever reading or storing the body of your email. We only analyze your email header information to calculate your timetoreply™.

Timetoreply gives you a variety of reports to view in your dashboard. They are as follows:

1. Overview Report
A total overview of emails and email threads sent and received by your company for up to 3 months at a time, showing your average first reply time, average overall reply time and overall forward time, both during and outside of your business hours. This report is highly configurable based on your reporting needs. It is the most popular report across our customer base.

2. Daily Email Productivity Report
A one day snapshot of all email activity across your company, showing total emails sent, received and replied to, the time of day for the first and last email sent per mailbox linked to timetoreply, as well as responsiveness per mailbox i.e. the percentage of email replies under 30mins, 1hr, 2hrs, 8hrs or any other intervals you choose to set.

3. Comparative Report
Compare individuals or mailboxes by volume of email sent, received, replied to or forwarded and by average first reply times, average overall reply times and overall forward times.

4. Interactions Report
Compare individuals or mailboxes by who they interact with most via email. E.g. see the customers to which a particular employee sends the most emails. Or, see which teams/departments are most frequently in contact inside your company. The Overview report could also show you how effectively one department deals with internal emails from another department.

5. SLA Report
Set your SLA goals and report on whether an individual, team or the company as a whole is passing or failing the SLA for a single customer, group of customers or for a particular mailbox e.g. A customer service group mailbox

6. Conversation Logs
A detailed log all off emails in an email thread, time and date stamped, showing reply times for both senders and recipients. Useful for gaining deeper insights into an individual or team’s email productivity performance.

7. Message Logs
Similar to Conversation Logs, but listing individual emails rather than aggregated email threads.

You can downloaded your chosen reports, or choose to have them sent to you via email at a frequency of your choosing for more ease and convenience.

We offer a 15 day (full-feature) free trial. After the trial you can choose from one of our packages: Starter ($19 per mailbox per month), Pro ($29 per mailbox per month), Elite ($28 per mailbox per month). For a full breakdown view our pricing page.

If you have more than 50 mailboxes that you want to track or you would like a self-hosted version please contact sales@timetoreply.com.

You can sign up for free, without a credit card to test the software using our 15 day free trial. At the end of your free trial period you will be prompted to enter your billing details should you wish to continue using our service.

We use Stripe to handle all of our financial transactions. We do not store your credit card details. All details are held by Stripe (more information here: https://stripe.com)

timetoreply works with any email client, service or device. We simply work on top of your mailbox to analyse your email in order to provide email reply time reports and leader boards. timetoreply works with any IMAP mailbox, Outlook or Gmail mailbox.

POP accounts aren’t supported due to their technical limitations.

Timetoreply only ever has access to the metadata found in your email headers – this is all we need to generate your reports. We access this information through supported APIs.

In other words, we can never access the body or attachments of your emails, so your data remains completely private.

Your emails never leave your server: timetoreply never takes possession of them, and only analyses email headers to measure reply times and produce reports.

Your password is safe: timetoreply needs access to your mailbox, which means we need your login credentials. However your credentials are 2-way encrypted with proven public key cryptography and placed on a server that is unreachable by public internet.

Our site and application are both HTTPS secure using a SSL certificate from Thawte.

Our API is SSL protected with Thawte. The means that when data is passed back and forth from your site to our site, the data is encrypted. Please visit www.thawte.com for more information. All data on our servers is 2-way encrypted so even if we are breached the data cannot be viewed.

With Gmail and o365 no username or password is required. MS Exchange requires a password, but the solution is self hosted and the credentials remain on within your own environment.

Our IMAP option is the only option that does require a username and password. We need to establish a secure connection to your email account so that we can provide reports and leader boards about your email performance.

What will happen next?
timetoreply analyzes your sales agent’s inbox to provide reports and leader boards on their email response performance.

Hardened, Secure and Private
Your password is safe with timetoreply. The contents of your email are never read or stored on our servers. We use 2-way encryption and vault.io to store the encryption keys.

Cancel anytime
Cancelling is always one click away. We will then put everything back the way we found it.

We need to establish a secure connection to your email account so that we can provide reports and leader boards about your email performance.

What will happen next?
timetoreply analyzes your agent’s inbox to provide reports and leader boards on their email response performance.

Hardened, Secure and Private
Your password is safe with timetoreply. The contents of your email are never read or stored on our servers. We use 2-way encryption and vault.io to store the encryption keys.

Cancel anytime
Cancelling is always one click away. We will then put everything back the way we found it.

Not at all. We do not affect your email in ANY way.

We simply analyze the data to provide you with analytics. Our enthusiastic algorithm calculates your average reply time.

timetoreply doesn’t send or receive your email. If timetoreply happens to go offline, your email WILL NOT be affected in anyway. Your emails will still be received and delivered as per usual. The only difference will be that you won’t be able to view your reports and leader boards while our system is down.

Research shows that 78% of all sales go to the first company to reply. And that by moving from an average reply time of, say, 60 minutes to under 5 minutes, you can increase contact rates by over 900%. Simply put, the faster you reply to inquiries, the more likely you are to make a sale

Oh yes! Lots of research actually. Lofty and respected folk such as the Harvard Business Review, Forbes, MIT and the Kellogg School of Management have published a number of eye-opening studies on the importance of fast email reply times. They report how replying quickly increases both contact rates and sales conversions. They also show the benefits to lead volumes from showing your site visitors you’re a fast responder – as you can with the timetoreply Trustimer.

timetoreply helps you do all these things simply and effectively. Not only does all the research back up a compelling case for timetoreply, we referenced it extensively in developing our own proprietary algorithm, and uncovered some pretty valuable insights of our own in the process.

You can view your ‘timetoreply’ in your dashboard.

Once you have logged in, go to your dashboard and view the full range of analytics, graphs and reports available to you. You can select various parameters to custom build the view you need using the filters.

You can then compare agent performance or look at your company performance as a whole.

You can use the reporting and filter function in the dashboard to compare your various sales agents’ reply times.

Yes, timetoreply is built to empower teams, and not to simply monitor them. The Optimiser will sit in their inbox, providing them their live stats & making smart recommendations as to which emails they need to attend to next.

Yes. Research shows that 75% of web enquiries are first replied to via email – so this is the key time metric to measure and track in most businesses.

In the installation process you will be asked to select your standard office hours and whether you work over weekends. We will only measure your reply times during office hours (and weekends if you select this). Our timetoreply algorithm has been designed to take this, and many other factors, into account so as to display an accurate average response time on your Trustimer.

No, you don’t need to install anything on your employees’ computers. All we need to be able to do is connect to your mail server either using your IMAP username and password credentials, Gmail authentication or Office 365 authentication and you can start measuring your employees straight away.

That’s music to our ears. And it’s easy. Just register for an account (no credit card required) and get started with our 15 day free trial. Play around with the software and if you decide to continue using timetoreply after the 15 day free trial we charge $19 per mailbox per month for our Starter solution and $29 per mailbox per month for our Pro solution (further details on pricing are available here). Follow the simple instructions and within minutes you’ll be able to test and view your first reply time in your shiny new timetoreply dashboard.

If you need help just give us a shout and one of our eager team will get back to you straight away (we’re all about fast replies, after all). Get Started – It’s Free. No credit card required.

No. We only ask for payment details after your 15 day trial, should you wish to continue using the service. So you can sign up for free, without entering your credit card details and test drive all the features for 15 days.

Simply email us at support@timetoreply.com or use the details on our contact page. Once we have read and understood your request we will reach out to you either via email, phone, or Skype to answer your questions and provide assistance.

You can cancel either via the dashboard or by contacting our support desk. We will stop your monthly subscription immediately. If you are on an annual subscription (the majority of our customers are) you need to let us know at least 30 days in advance of the subscription renewal date.