Frequently asked questions

Learn how to use the timetoreply features and get the most out of your email.
So what is timetoreply all about?

Timetoreply provides you with analytics into how well your remote or office-based teams are responding to their emails. It works with all mail clients and is super secure. 

It measures:

  • How quickly your staff reply to new emails
  • How quickly your staff reply to all emails
  • Number of emails received
  • Number of emails sent
  • Number of emails that received a reply from the customer
  • Industry benchmarking statistics
  • Who is engaged in conversations
How does timetoreply work?

timetoreply doesn’t send or receive your email. It simply works on top of your existing mailbox to analyze your 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 mailbox 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™.

What kind of reports will I get in my timetoreply dashboard?

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.

What does timetoreply cost?
We offer a 7 day (full feature) free trial. After the trial, we charge $7 per mailbox per month for our Remote product and $15 per mailbox per month for our Ignite product – with tiered pricing plans available. If you have more than 20 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 7-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)

Will timetoreply work with my email setup?
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.

How are metrics calculated? Do you have access to my emails?

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.

How do you protect my data?
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.
Why does timetoreply need my email address and password?
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.

Why does timetoreply need permission to access my Gmail data?
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.

Does timetoreply change the way I communicate with my clients?
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.

What if timetoreply goes offline?
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.
How is my site’s reply time measured?
The timetoreply software works on top of your existing email to measure your reply times and provide analytics in terms of initial average response time, overall average response time, volume of email received, number of initial emails replied to by your agents, number of customer replies, average customer reply time to initial email, completion rates and more!

Our super-smart algorithm calculates your overall average reply time across each mailbox that is being measured. This clever little beast takes account of your time zone, past performance, business hours and recent improvements to calculate an accurate assessment of your average reply time.

Why is response time important?
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
Is there research to support what you’re saying?
Oh yes! Lots of research actually. Lofty and respected folk such as the Harvard Business ReviewForbes, 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.

How do I know what my ‘timetoreply™’ is?

You can view your ‘timetoreply™’ in your dashboard.

How do I view the graphs and reports - What information is available to me?
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.

How do I use the timetoreply toggle button filters – What do they mean?
You can use the toggle buttons on any timetoreply report to get the exact email statistics you need. Below follows a description of the toggle filters available.
Sent Internally:

If the last email in an email conversation was sent from someone in your company to someone else in your company, the conversation status would be marked as ‘Sent Internally’.

Awaiting Customer Response: 
If the last email in an email conversation was sent from someone in your company to someone outside of your company, the conversation status would be marked as ‘Awaiting Customer Response’ as your company was the last party to reply.

Closed:

If you use our ‘close conversation’ functionality (go to TOOLS > SETTINGS > CLOSE CONVERSATIONS to set this up), you will be able to forward emails to a specified ‘closed@’ mailbox and our system will mark that conversation as ‘closed’. This functionality allows you to use your normal email like a ticketing system without having to change your email client. By closing conversations you will be able to produce an accurate report of what has been dealt with and where customers are genuinely waiting for a reply from you. In short, it cuts through the clutter.

Awaiting Agent Response:  
If the last email in an email conversation was sent from someone outside of your company to someone inside your company, the conversation status would be marked as ‘Awaiting Agent Response’ as your customer (or someone external to your company) was the last person to send an email. This is a great filter to use to see which emails require a response from your company. If you use our ‘close conversation’ functionality you can mark conversations that don’t need a reply as closed so that this list becomes accurate and actionable.

Have Replies:
If this toggle is on (green) and the other two toggles below this are off, then you will see data where there has been at least one reply in the conversations. If you want to exclude conversations that have been replied to, toggle this filter off (grey).

Have No Replies:
If this toggle is on and the other toggles are off, you will only see data from conversations that have never had any reply at all. If you want to exclude conversations that have not had a reply to them at all, toggle this off (grey).

Have Forwards:
If this toggle is on and the other toggles are off, you will only see data from conversations that have at least one forwarded email in the conversation. If you want to exclude any conversations that have a forwarded email in them, then toggle this off. By toggling this off you will exclude the whole conversation that has a forwarded email in it. If you don’t want to exclude the whole conversation and only the forwarded message itself, you can do this by using the message type filters instead.

How do I compare my reply times?
You can use the reporting and filter function in the dashboard to compare your various sales agents’ reply times.
Do my employees need to know timetoreply is installed?
No, you can install the software without them knowing they are being measured. Although we recommend telling them as you will see a behavioural change and they will start replying faster to their email.
Does timetoreply only measure reply times via email?
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.
What happens outside of office hours?
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.
Do I need to install any software on my employees' computers?
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.
This all sounds amazing. How do I sign up?

That’s music to our ears. And it’s easy. Just register for an account (no credit card required) and get started with our 7-day free trial. Play around with the software and if you decide to continue using timetoreply after the 7-day free trial we charge $7 per mailbox per month for our Remote solution and $15 per mailbox per month for our Ignite 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.

Do you take my credit card details up-front?

No. We only ask for payment details after your 7-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 7 days.

How do I get support if I need it?

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.

How do I cancel?
You can cancel either via the dashboard or by contacting our support desk. We will stop your monthly subscription immediately.

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