How to Get a Free Weekly Report with Email Meter

If you dig a little deeper into how you use your email, you can really increase your productivity or even free up some valuable time.

Email Meter allows you to learn your emailing habits which in turn can change the way you, or your staff, organize the day. Many teams and individuals around the world have benefited from gaining this important knowledge and making themselves as productive as possible.

Email Meter has always offered a free monthly report but now you can also home in on a week for no extra cost. This will enable you to view your email data in a different way and give you the insight you need to increase productivity.

To enable it, first, go to “Settings” by clicking the cog on the bottom left hand of your screen:

Screen Shot 2019-02-25 at 13.32.44

Then, enable the “Weekly report” setting:

Screen Shot 2019-02-25 at 13.32.57

Once you’ve done that, a new tab will show up under the “Report” section.

Screen Shot 2019-02-25 at 13.33.13

That’s it! You can now access your Weekly report — for free. And remember that you can also get custom-ranged reports with our Premium offering, which starts at US $15 / mo, and is also available for Teams.

Sign up now to get free email analytics and statistics sent to your inbox.

You’re just minutes away from being more productive!

Team Views Now Available in Email Meter Premium

Comprehensive email reports for your entire team are now available in Email Meter Premium.

Why teams? We have spoken to a lot of our users and have found out a few interesting things. We realized how many team leaders wanted insights into their team’s email productivity. While we’ve enjoyed seeing our passionate users come up with unique ways to gather team data, such as having each employee send their monthly report and then compiling the data into one Excel sheet, we’ve decided to make the lives of busy team leaders easier by letting the machines do the heavy lifting. 🤖

With this new feature you will be able to connect multiple mailboxes to your Email Meter account and receive automated reports on email usage for each one, saving most team leaders hours of manual processing time! Just invite your team members to Email Meter Premium and we’ll start by loading 2 years worth of data for all your team members.    

fullsizeoutput_4

Filter reports by a specific mailbox or select all mailboxes for aggregated metrics.

fullsizeoutput_2

Select the Team View to see volume received, volume sent and average response times for all mailboxes in one list.

Click here to start analyzing your team’s data.

How to Improve Email Response Times

How to Measure (and Improve) Email Response Times with Email Meter

The modern business is nothing without a viable web presence, a good customer relations policy and an online platform where the two can come together. A large part of consumer to business interaction takes place through private messaging systems like email… And if you are not answering your messages fast enough, then you are missing out on customers.

Analytical Data about Email Response Times Provided by Email Meter

Email Meter is a new tool you can use to measure your own firm’s ability to answer emails and settle problems. This measuring process can help you highlight areas where your team does well, while simultaneously identifying employees, teams or departments whose response times may be on the slower side of the scale. Using this process you are able to identify customers most likely to be kept waiting and treat them with high priority status to get their case dealt with quicker.

Email response time measurement is a great tool for productivity measurement. It allows you to easily identify which areas you are failing in and gives good indications as to why this might be.

Email Meter – The Features

Email Meter provides you with automated reports on your email usage, inclusive of statistics related to how you use your email. It provides a graphic interpretation of your overall email traffic, enabling you to review all the data at a glance. Email Meter will track your average response time, analyze your most important messages and break down all of that raw data into key metrics to help you improve your Email system.

You already streamlined your production process, your sales process and your human resources process — why not streamline your email process, too?

If you want to stay ahead of the digital world then this is the business trend you ought to be following right now. Email Meter helps you quantify employee performance in a way that provides a steady flow of feedback on consumer wants and needs.

How Email Meter Could Be Helping You

Email Meter can be used by:

  • Support teams who want to measure their workload, their response times, and to provide better service as a result.
  • Sales Managers who use Email Meter to measure the responsiveness and activity of their sales teams.
  • Companies of all types, that leverage Email Meter to measure employee productivity and produce elaborate reporting on their performance to determine staffing needs.

How To Get Email Meter Now, For Free

Perhaps the best part about Email Meter is that it is you can use it for free—forever!

If you have a Gmail or G Suite account, then you can get a free monthly report delivered to your inbox. If you need more, don’t worry — you can get Email Meter Premium, which will give you access to team reports across multiple accounts, data export, custom range reports and more.

So what are you waiting for? Go to Email Meter now and get started!

How to Get Your Gmail Statistics Report for 2018

A major concern of many Gmail and G Suite users is that there is no way to keep track of your email usage – at least not without some help.

So, what happens when you need statistics about the emails you and your team sent and received within a given period?

Or perhaps, you need to get an idea of your team’s response time – a critical metric for customer-facing employees.

Or even, monitor how much time you’re spending on email-related tasks?

That’s exactly the problems we set out to solve with Email Meter. Our goal is to provide the over 1 billion monthly Gmail users an intuitive, one-click, analytics tool that helps them understand their Gmail behavior.

So, how do you use Email Meter?

First, you will have to sign up with the Google account —G Suite or Gmail— you want to track.

Once, you’re signed up with our free plan, your last month’s email report is automatically generated. Please note, however, if you’re interested in a report for a custom time period, such as a Yearly Report you will have to upgrade to the Premium plan to unlock the Custom Report feature. Don’t worry, you can cancel at any time — but we’re sure you will love it!

A Walk Through Your Report View

On the left-hand side of the report is an intuitive, easy to use navigation panel. You’ll find the “Monthly report” – which is the default tab; then the Weekly report tab if you have enabled it in settings, and the “Custom report” tab, which you will need to use if you want to generate a Yearly Report, such as a Full Report for your Email Usage in 2018.

Report Summary

Screen Shot 2019-02-14 at 18.02.03

Predominantly displayed on the first roll of the report is a summary that gives you a bird’s eye view of your account within a selected time interval.

You see the total number of Messages Sent, the Number of Recipients, your Average Response Time, total Messages Received, and number of Senders.

Messages by Day and Hour

Screen Shot 2019-02-14 at 18.04.52

Another data point on the report is the Messages by Day and Hour. The app presents the data in a neat histogram that shows side by side the busiest days and time of the day for you.

From here you can see which days of the week and time of day you receive and send emails the most. A handy feature that allows you to optimize your work. 

Time Before First Response

Screen Shot 2019-02-14 at 18.07.08

Want to know how fast your team replies to messages? You can also see your Quickest Response Time and Average First Response Time in your report.

Email Replies

Screen Shot 2019-02-14 at 18.07.47

The tool helps you see how many of the emails you send out are replied to, and how many of them go unanswered.

You get an intuitive pie chart display with the number of emails you replied and the number of emails that were left unanswered. Often, you get involved in threaded emails – you can see those too; plus, the number of New Threads you replied. The report also shows you how many direct emails you got versus the number you were copied in.

Top Interactions

The best feature by far in the report is the Top Interaction section where the email addresses of those who have the most conversations are listed in a cool table in addition to the number of messages, best contact time, and your response time.

Screen Shot 2019-02-14 at 18.09.18

This section in effect, helps you see who you are spending the most time with, the best time to contact them.

More and more

If you need to obtain additional information from what’s already present in your report, don’t fear! There’s an Export CSV button that will make it possible to import all your data onto your favorite Spreadsheet software, and do anything you wish with it.

If you need additional information from a Team, or need to analyze several email accounts at the same time, don’t worry: Email Meter Premium now supports Teams as well, so you can see the report for your account or for anyone else in your team.

Email Meter enables you to analyze your Gmail usage visually, and from the insight gained, you can then optimize your productivity & that of your team.

Start using Email Meter now — for free!

What’s new in Email Meter Enterprise?

While you’ve been busy making your company more efficient, we’ve been taking all of your feedback and ideas, and integrating them into our platform. We’ve added User and Team Management, Google Groups metrics, and export to CSV function, and Advanced Filtering!

  • User Management: Located at the top right drop down arrow. Here, you can                                           see a list of all of your users, who’s an admin and who isn’t.                                       You can add new users, and delete old ones. You have control                                   over which users have access to the data (admins, viewers, or                                   sync only).

Screen Shot 2018-09-27 at 16.46.22

  • Team Management: Located at the top right drop down arrow. You can set users                                      and managers. These teams can also be used as filters for                                        your data.

Screen Shot 2018-10-02 at 15.44.05

  • Google Groups: In a new tab on the left. This is a good way to manage your Google                           Groups; seeing which ones are getting the most traffic, and maybe                             getting rid of some that aren’t as useful.

Screen Shot 2018-09-27 at 16.46.46

  • Export to CSV: A small cloud icon at the top right of different metrics. This will                                   automatically export your data. You can do your own checks,                                     metrics, and comparisons. This feature gives you the ability to                                   manually customize your reports to meet your specific business                                 needs.

Screen Shot 2018-10-04 at 15.38.11

  • Advanced Filtering: At the top bar. Allows you to include or exclude specific                                              domains and email addresses.

Screen Shot 2018-09-27 at 16.49.28

These added features will allow you to further customize how you see your email analytics… and there are many more to come!

 

 

 

 

 

Email Meter Enterprise – FREE for 30 Days

Email Meter is an email analytics platform that tracks productivity. You can use it for a specific team, or even your entire company. This platform is especially powerful for customer facing positions. As a company, you always want to be as efficient as possible, and you want to show your clients that you’ll be there for them when they need it. In our “Response Time” tab, you have easy to see metrics which include average response times, a histogram of time to response, and more! Some numbers may be a little too high, and could be affecting your business, which is why using this tab is helpful in determining what you can improve.

Screen Shot 2018-08-14 at 17.21.57

Response Times: great for analyzing client facing roles.

Competitive? Then our “Compare Metrics” is the perfect tab for you. Here, you can compare yourself to yourself at another point in time, a team to another team; whatever, and whoever you want to compare, it’s doable. This can be an incentive to be the best employee or the best team in terms of email productivity. This in turn leads to a more successful and efficient company.

Compare View: a nice way to compare different teams, people, and more!

Compare View: a nice way to compare different teams, people, and more!

Committing to something isn’t easy, especially if it’s a new product. For this reason, we are offering a FREE, 30 day trial of Email Meter Enterprise. No credit card required and best of all, no commitment. All we ask from you is your honest feedback. Don’t like something? Let us know. Loving a feature and would like us to expand on it? Great, we can get our developers working on it.

We have more metrics available on the platform, which you can try by clicking here if you are a G Suite administrator for your company, and if you’re not, no worries, just send this blog post to whoever is responsible.

 

Introducing Email Meter Enterprise: email statistics and performance management for companies

Email Meter Enterprise

We’ve launched the most advanced real-time email statistics solution for your company, whether big or small. By gaining insights into your email activity, you can take data driven actions to optimize your company’s productivity. Introducing Email Meter Enterprise: your new email analytics platform.

Email Meter Enterprise Dashboard

Let’s review some of the features!

Email Meter Enterprise – Features

  • Powerful dashboards: you get a full set of dashboards: Received, Sent, Response Time, All Mail, More Metrics… That’s roughly 40 (more every week!) different metrics about your email, response time, attachments, etc.
  • Dive deep and filter your data: filter by user, team, date ranges… or mix and match to get exactly the data you need!
  • Departments and teams: add users to custom teams and check their metrics with just one click. Comparing users and teams performance has never been easier!
  • Fast and reliable: get access to months’ worth of data in a matter of seconds.
  • Compare: create custom segments and easily compare their email metrics.

Using Email Meter Enterprise we discovered that our sales team’s response time is quite fast, with most emails replied to within the first 15 minutes. This is a vital metric for customer service teams as we need to ensure they are being as responsive as possible.

Email Meter Enterprise Compare

The Compare section allows you to compare up to four segments (with custom user, teams or dates), to help you monitor your various teams’ email activity all on one view.

Update [July 19th 2018]: Email Meter Enterprise is now available for all G Suite editions.


Sounds interesting? For more information and next steps, head over to https://emailmeter.com/enterprise or get in touch with our sales team.

 

We’re changing names: Gmail Meter is now Email Meter

GmailMeter-2-Email-Meter

Companies change their names and the names of their products for various reasons, such as mergers and acquisitions or responding to a transitioning industry landscape. Renaming a product name, as is our case, can also serve to better reflect a product’s core benefit, services, and value proposition; a change can bring the name into alignment with the company’s mission, culture, and philosophy.

On 22nd March 2018, Gmail Meter is changing its product name to Email Meter in all the markets the products operates in. This is a natural change, since most people already know that Gmail is one of the best of breed email providers, but not the only one. Everyone would understand that it is therefore a declaration of our future product strategy ;-).

So, we are changing our name but… is there any other change? No. Only our name. That’s it. You’ll keep receiving your email reports to your inbox as normal, with the only change being the logo and app copy.

Our new internet addresses will be:

And these are our new social networks urls:

The company brand will continue to operate in its current structure, and your contacts will remain unchanged. Other than these visible changes, there is no change in ownership and no change in staff.

Want to get more involved with this change and help us? Share this post! Share your next Email Meter monthly report on social networks!

Should you have any questions about our brand change, don’t hesitate to contact us at hello@emailmeter.com.

Customer satisfaction dropped in 2017. Is your team doing its best to improve it?

pexels-photo-532254

When a customer requests information from a company to decide whether to acquire one of its products, or when he needs a problem with one of its services to be solved urgently, the company needs to provide help quickly and efficientlyTherefore, it is vital that its customer service team be prepared to provide an adequate response, and in the shortest time possible.

In order to improve customer satisfaction, it is also essential to constantly monitor the team’s work. But, are customers satisfied with the servicethat companies are providing? What can be done to improve that satisfaction? There is still room for improvement in customer satisfaction. The company LiveChat recently published a report on Customer Service containing some interesting information about degrees of satisfaction in 2017. To do this they collected data provided by 21,000 companies in 22 industries, using different support tickets and live chats, along with some of their sales and customer service tools. To be exact, they analysed 334 million chats and 17 million tickets.

The main conclusion of this report was that, in general, customers are satisfied: on average, customer satisfaction was 83.54%. Although this data is positive, there is still room for improvement. And, unfortunately, it was down off the previous year: in 2016, customer satisfaction was at 86.35%.

The report also indicates that, when it comes to meeting customers’ online requests, not all companies are equally effective. Of those analysed, technological companies were those satisfying customers most: the level at software companies was 90.6%; web hosting, 89.6%; and at IT, 86.8%.

Companies’ size also impacts the service they provide their customers: small (one to nine employees) and medium-sized (between 10 and 49) companies had the lowest customer satisfaction rate, at 81%, which shows that they still have to improve their service.

Another report produced by the company Superoffice, specialising in CRM products, reached even more pessimistic conclusions. The company sent two questions to 1,000 companies, asking them for their telephone numbers and the location of price information on their website.

Surprisingly, 62% of companies did not even respond to the email sent to customer service. In addition, 90% did not let the user know that their email had been sent successfully, through a confirmation message. As for the average response time amongst the companies that answered, it was 12 hours and 10 minutes. The fastest answer was in one minute, and the slowest took 8 days. Thus, as you have seen, customer service continues to be unfinished business for many companies.

pexels-photo-265651-1024x678

Are you taking the optimal measures to satisfy your customers?
As we have said, there is still room for improvement to make customer service more effective and, obviously, the response rate to emails should be 100%. If you lead a team charged with it, you have to ask yourself if the way you are organising it is ideal, and whether you monitor your team’s results and analyse its performance adequately.

For example,evaluating the average response time to a customer service email is a great help, as customers are more satisfied if they get a quick response. Customer service teams should dither about responding quickly or in the best possible way, as the important thing is for the first response to the customer to arrive in just a few seconds, and for the team to, later, have the necessary tools to solve the customer’s problem or answer his question in the shortest time possible.

That is, it is not necessary to fulfil all his requests in one’s first email, but rather to interact with the customer as quickly as possible, to start the conversation with him. Knowing the number of customer service emails that arrive, either through support tickets or other channels, can also be very beneficial. By analyzing email volume and response times you will be able to know whether your team is able to satisfy all customers quickly, or whether, on the contrary, it is necessary to hire more staff, or change your strategy to meet demand.

Awareness of the best time to contact customers (according to our data, morning is best) can also make communication with them more successful, especially when acting proactively. It is also a good idea to establish a criterion to ask your customers themselves about their degree of satisfaction.

To be able to monitor all this data, Gmail Meter can be very useful. Thanks to its detailed analytics on the team’s inboxes, it is possible to measure their performance and act to improve the customer’s experience, to strive for a 100% satisfaction rate. You can improve customer satisfaction by monitoring the average response time of your team’s inboxes. Try emailmeter.com.

Is customer success the same as customer support?

pexels-photo-210647

Maintaining smooth communications with customers, guiding them at all times, and helping them make the most of a company’s product are some of the tasks that all businesses must perform in order to satisfy their users.

Customer success and customer support teams are charged with this mission. However, although these two concepts are often used interchangeably, the truth is that there are notable differences between them. In fact, the objectives of these departments, the way they work, and the metrics to evaluate their performance, are different. Here we discuss the different functions they perform.

Differences between customer success and customer support

In essence, we can define customer success as a business focus on using technology and users’ information to ensure that they continuously receive value from a product throughout their life cycle as customers.

Thus, customer success is a philosophy based on forging closer ties with users and interacting with them proactively so that their experience a the product and brand are as positive as possible. In short, pleasing customers is a good way to retain them, which has a positive impact on a company’s revenues.

Customer support, meanwhile, is geared towards satisfying the user when he has a problem. Thus, this team tries to remove all the obstacles that a customer might encounter, and provides him with the assistance he needs to enjoy the product or service he wants.

These are the main differences:

  • Being proactive vs. reacting. A customer success team must take the initiative, while customer support is based on a reaction to the customer’s needs: when a user requests help via any channel (email, telephone, social networks), he needs to be given an effective solution soon as possible.
  • A continuous mission vs. a specific task. Customer success is not a task to be carried out in a fixed period, as the relationship with the customer is an on-going one. Customer support, on the other hand, is provided in a series of isolated cases, each with a beginning and an end. They start with a customer’s request and end when his issue is resolved. While the former centres on the long term, the latter concentrates on the short term.
  • Impact on business vs. immediate effectiveness. The metrics that evaluate customer success are much more generic than customer support ones, as in the first case an attempt is made to measure the impact on the business in the long term, whereas with customer support quality and speed of response are evaluated.

pexels-photo-845451

Metrics to evaluate customer support and customer success

As stated, the metrics to evaluate the results of each team are different. Customer success teams do not solve specific problems, but rather try to improve the consumer’s long-term experience. Therefore, the Repeat Rate (evaluating how many customers purchase again), CLV (Customer Lifetime Value, gauging the margin obtained over time with a customer) and Customer Retention Rate (the ability to keep customers; that is, the recurrence of purchases) are some of the metrics to measure this department’s results.

Customer support metrics are more specific, and can be evaluated after each interaction. The CSAT, or Customer Satisfaction Score, measures reactions to the service received; the Customer Effort Score (CES) evaluates the effort the user had to make to get his problem solved, and the Net Promotion Score (NPS) indicates whether the customer would recommend a product or service to those in his social circle.  

people-3152585_1280

How do I create each team?

Many companies have a customer support team, but they are less likely to have one dedicated to customer success. After all, Customer Support is a marketing field that has been studied for far longer, while the customer success approach is more recent and less defined.

In one way or another, the truth is that any company, in accordance with its size, should have a customer support team, and another customer success one, or professionals focusing on these differentiated approaches, with distinct functions and objectives. This does not mean that the two should not relate to each other. In fact, they should definitely communicate with each other to improve the customer’s overall experience.

These two teams interact with customers all the time, so they will both receive comments about failures and problems, but also advantages, detected by customers, which they should be aware of. A company will operate better if these areas work in a coordinated way, as customer support’s short-term work is complemented by customer success’s long-term vision.

Therefore, creating these teams, training their professionals, assigning them different responsibilities, and evaluating their performance with the help of metrics, is essential. Gmail Meter can be very useful in this regard.

Want to see how we help Customer Succes and Customer Support managers to get inbox stats and manage email success / support teams? Try Gmailmeter.com.