We wanted the confidence that a data-driven approach can provide to assess and coach our client-facing team members’ communication habits. Alex S, Project, Manager Lead, Marketing and Advertising, 51-200 employees
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.
timetoreply turns your 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 blackhole.
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”!
Know exactly how long each mailbox takes to reply to internal or external emails with our email response time software.
Setup real-time alerts so that you know if an important email hasn’t received a reply after X amount of time.
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.
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 all incoming and outgoing emails for an individual email account or a group email address where customer queries are received.
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.
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.
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.
Integrate timetoreply with your favourite CRM or business intelligence reporting tool. Sync data and analyze the impact of improving your timetoreply metrics.
"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
"When it comes to communicating with our customers, timetoreply helps keep our teams performing at their best. The analytics help our leaders understand team performance and find opportunities to tweak and improve the service they're providing to our customers."
David Crowley
VP Operations
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
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