What is the timetoreply Ratio™ and why does it matter?


When it comes to increasing contact rates, and closing more sales, speed matters! In fact, research published in the Harvard Business Review has shown that the “odds of contacting a lead decrease by over 10 times in the first hour”.

The big standout from the same researchers – “for inquiries submitted on the web, 78% of sales go to the first company to respond”.

That’s why we’ve introduced the timetoreply Ratio™ – the single greatest NEW ratio to increase sales via email.

How is your timetoreply Ratio™ calculated?

timetoreply ratio

*First Contact Success Rate = Percentage of inbound leads replied to by an Agent that gets a customer response.

**Agent First Reply Rate = Percentage of inbound leads that receive a first reply from the agent.

***Average First Time to Reply = Average time it takes an Agent to first respond to an inbound lead.

Example 1: Good timetoreply Ratio™

good timetoreply ratio

Example 2: Room for improvement 

poor timetoreply ratio

Get timetoreply set up in
under 5 minutes

timetoreply recommends you aim for a timetoreply Ratio >1.0. However, you might have your own benchmarks, which will also be industry related.

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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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