If you’re trying to decide whether timetoreply is right for your business, take note.
Here is a detailed comparison between the three leading email tracking tools available in the market – timetoreply vs Email Meter and Email Analytics.
Let’s get started!
Overview of Business Email Analytics Tools
Business email analytics tools, unlike marketing email analytics tools, are designed to help businesses measure the performance of their teams when it comes to responding to emails on time. In an age when customers demand instant responses to queries; sales and customer service teams can no longer afford to delay responses. In fact, a Harvard Business Review survey revealed that,
“businesses that try to contact leads within an hour of receiving queries are 7x more likely to enjoy meaningful conversations with key decision-makers than businesses that contact prospects even after an hour.”
timetoreply, Email Meter, and Email Analytics are tools that mainly allow for:
- Analytics that tracks your team’s email use and productivity
- Reports that show you exactly how long it took your team to respond to customers/leads/key clients via email
- Measurements of initial and average response times on an individual or group mailbox
- Setting up of response time goals to increase team performance
These tools can be used by managers and team leaders who want to monitor email activity for their sales and customer service/key client teams where fast email responses could mean the difference between winning or losing a deal, or retaining or losing a customer.
Here’s a quick overview of each tool:
timetoreply is a powerful SaaS email analytics software tool that offers team managers the ability to monitor their team’s email responsiveness and volume.
The tool is primarily designed for Sales, Account Management, and Customer Service teams to measure, monitor, and optimize their response time for online leads and customers, though their Remote tool is also very well suited to general productivity measurement.
What makes timetoreply unique and perhaps powerful is the fact that it can be used on all major email clients and is not limited to just the G-suite or the Office 365 domain. Moreover, it can be connected to an individual or to a team’s email inbox without any change in workflow or processes. It’s highly secure (GDPR, ISO27001 and Google Security audited), and only reads the metadata of the header to generate reports.
Unique Selling Position: Can be used on all major email clients and measures reply times back and forth from client to company and visa versa.
A cloud-based solution, Email Meter is designed to provide businesses using the G-Suite domain with centralized email statistics that include the number of emails sent and the response rate across individual and group accounts. Email Meter is secure and safe in the sense that it uses only the header and metadata for tracking and analysis, keeping the email content itself private.
Email Meter also has an Enterprise platform that can be used to integrate with different email platforms and gives more detailed insights such as data analytics and visualization. Users can buy the Email Meter Enterprise solution as a monthly subscription.
Unique Selling Position: Cloud-based solution for G-Suite.
EmailAnalytics is another email tracking tool designed for G-Suite accounts and gives visualizations of your email activity. What sets EmailAnalytics apart is their “thread length” metric which gives a statistical breakdown of your email conversations that the recipient of each email thread, the word count of each email, and the total number of emails sent.
Unique Selling Position: Offers additional features for email tracking such as thread length, average word count, and the overall interactions between top senders and recipients.
Email performance measurement helps identify communication gaps and enhances email productivity, closing the gap between reply times, improving customer service and sales.
Measures all of the following in individual or group mailboxes:
- Contact success rates
- The response time of your sales agents to new emails
- The response time of your sales agents to all emails
- Number of emails received and sent
- Number of emails that received responses from the customer
- Time of first and last activity
- Response times within and outside of business hours
- All emails that still need replying to
- Industry benchmarking statistics
Furthermore, you can measure detailed metrics such as:
- Total conversations or threads
- Total internal conversations
- Total inbound conversations (as a result of an inbound email)
- Total outbound conversations (as a result of outbound emails)
- Total conversations with replies (includes agent replies and external replies)
- Total messages sent and received in the system
- Message and conversation logs
And many more. An important point to note here is that timetoreply uses only metadata found in email headers for reports. Body data or attachments are not accessed so data remains completely private and secure.
Email Meter allows users to:
- Define their own metrics and graphs
- Get real-time reports
- Get highly visual reports
- Determine average response time for a single agent or a shared mailbox
- See top senders and top receivers
- Integrates with the G Suite directory
- Granular permissions and access
Email Meter is more of a data analysis tool with its visuals, charts, and customization options.
EmailAnalytics offers measurements for:
- Emails sent and received
- Email traffic by day of the week
- Emails by category
- Average word count
- Average email response time
- Email categories (Trash, Sent, Inbox)
The one unique feature EmailAnalytics offers is the word count measurement which is helpful if you want to measure email open rates against word count.
If your team operates on the G-Suite domain, Email Meter provides some compelling solutions. On the other hand, if you’re looking for a one-stop solution that lets you measure email metrics across any email provider, them timetoreply is the only solution.
With a dozen metrics to measure, you would want a software that can generate extensive and in-depth reporting.
Let’s see who takes the cake here.
With timetoreply, you get to several different kinds of reports. These are:
Time To Reply Ratio Report
The Time To Reply Ratio is the new north star metric for sales teams. It’s the one number by which sales leaders can evaluate how effectively sales teams are using business email as a sales channel. The report offers analytics on the team and individual level and allows for reporting on both group and individual mailboxes. Use this report to learn more about your team’s optimal reply time to drive higher prospect engagement, improve reply times, and close more deals.
Improving your team’s email responsiveness is an ongoing process. The results are often best viewed over multiple quarters. The Trend Report gives you a high level, long term view on improvements in a team or individual’s performance trends for up to 12 months at a time.
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.
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.
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.
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.
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.
A detailed log of 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.
Similar to Conversation Logs, but listing individual emails rather than aggregated email threads.
All of the reports can be inverted to show how long customers/partners/suppliers etc take to reply to your emails as well.
You can get all of these reports sent directly to you (and anyone else you choose) at a frequency of your choosing. You can also download these reports in the form of a PDF, EXCEL, or CSV file and they will be based on the date range and filters that you have selected.
Email Meter sends you a finite report on a monthly basis as a single user. You can choose to analyze any date range and see reports for that specific time. Like timetoreply, you can also analyze and compare stats side by side, however, unlike timetoreply, it does not provide extensive information on specific internal, inbound, and outbound conversations unless you go the Enterprise option.
Far more flexible, Email Analytics gives reports on date ranges and for specific days. If you’re trying to understand patterns and trends, the ability to view reports according to your preferred dates is better than being given a general monthly report.
Winner: Clearly, timetoreply. With its multiple report types and the flexibility of viewing reports for any day or date range makes it the better choice. In second place comes Email Analytics. For Email Meter, if you prefer a summarized, very simple report every month, it may be the better choice.
Design and User-Interface
We’ll keep the design and user-interface section short because it’s a subjective choice. While all three offer a pleasant user-interface, it boils down to your personal preferences and how you like to operate. That said, here are the key distinctions between the user-interface of the three platforms.
timetoreply provides an easy DIY dashboard that allows you to view reports, logs, tools, and set reply time goals easily. It doesn’t boast of fancy visuals, doesn’t have a plethora of options to overwhelm you, and gives you numeric information exactly as you need it. You can view statistics graphs and download them directly from the dashboard without having to change your workflow. It’s not the most visually attractive, but it works and communicates what you need to see.
Email Meter has a more graph-based, statistical approach that allows you to view a report based on a handful of key metrics. It’s simple, but it doesn’t have many features or interactive elements to boast about but it gives you the information you need. There is no option to download a certain statistical graph like with timetoreply. However, it looks visually slick and is designed well from a stylistic point of view.
EmailAnalytics follows the Google Analytics dashboard style that allows for data visualization and easy access to interactive elements and features. Anyone familiar with Google Analytics will feel at home with EmailAnalytic’s dashboard.
Winner: All three platforms are great to use, intuitive, and give you the information you need. If you’re more of a visual data person, you will enjoy EmailAnalytics. If you don’t care much about fancy graphs or visuals, timetoreply works just as great.
Privacy and Security
All three platforms claim the same privacy and security measures: GDPR compliance, Google Security audited, and granular access to data.
They only use metadata found in the headers of emails for reporting, tracking, and analytics. This means that an email body and any attachments are never accessed.
None of the platforms actually read email data – not even EmailAnalytics for generating word count. Moreover, none of the raw data is stored on servers or are accessed by humans. After data is calculated, timetoreply even uses Thawte to encrypt data that protects the data from being viewed even if timetoreply’s servers are breached.
Here’s a quick feature comparison table for the three software tools:
Feature Comparison Table
|Works with all popular email providers including Office 365, Mimecast, and others||Works only with G Suite||Works only with Gmail and G-Suite|
|Measures web forms||X||X|
|Real-time Analytics||Create custom KPIs||Real-time Analytics|
|Set response time goals||X||X|
|Powerful report filtering||Basic monthly report||Flexible reporting|
|Full free trial, No CC required||Limited free trial - individual only||Limited free trial - individual only|
|Advanced Filters to specific emails according to FROM, TO, Subject, CC to get in-depth details||Advance filtering including domains, specific addresses, labels, etc.||Limited filtering options|
|Uses APIs to connect to mailboxes||Only in Enterprise version||X|
|Automatic Data Ingestion||Only with Gmail||Only with Gmail|
Before you decide to buy any of these tools, you need to decide how many mailboxes you’d want to track and the kind of in-depth insights that you need.
Starts at $7 per mailbox per month for the timetoreply Remote solution, decreasing with more mailboxes added.
Free for one user. Thereafter, $19/user per month but limited access and features and only available for G Suite. Custom pricing for the Enterprise version.
$15/mailbox per month but only available for Gmail. Discounts for larger volumes of users.
timetoreply is a full-fledged email tracking software that is designed to track remote, sales, and support/success teams. With its ability to track contact success rates, inbound and outbound response times, and even close conversations, it’s a powerful tool. You will also be able to set response time goals and measure the true productivity of your company.
Email Meter, on the other hand, is not a great option for small businesses or businesses that need more features under an affordable budget. Unless you’re an Enterprise, you may find it hard to benefit from Email Meter’s Premium service.
Finally, EmailAnalytics has the right balance of both the other tools, but because it’s just limited to G-Suite, it may not be suitable for companies that operate on other accounts. It’s also missing some added extras like the ability to close conversations.
The choice between the three is highly dependent on your business size, your business requirements, and your budget. Of all three though, timetoreply wins on features, reporting, and pricing enabling all business sizes to enjoy the benefits of response time tracking.
If that helps you answer your questions, and you’re ready to get started with timetoreply, begin your free trial now.