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.
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.
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.
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 focuson 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.
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 CustomerRetention 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.
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.
It’s been a year since Google announced some new exciting features for G Suite Enterprise, including a small gem for companies that want to get the most out of their data: Gmail logs integration in BigQuery. Here’s what Google wrote on February 2017:
Today, we are making it easier to analyze Gmail logs with a preconfigured BigQuery integration so administrators can run sophisticated, high-performing custom queries, analyze their data and build custom dashboards.
That sounds great! At Email Meter, we’re always looking into better ways to bring you new powerful statistics, so this is very interesting! We’ve been doing tests for a while. Let’s see:
[warning: tech stuff ahead]
How it works:
Gmail logs are stored in realtime into a preconfigured BigQuery integration with the following schema. (NOTE: logging starts after you enable the feature in the G Suite Enterprise admin panel, read more here)
BigQuery organizes the data in daily tables.
You can run queries directly on the BigQuery console or write your own app. There are some libraries out there for different languages.
Queries should be made using SQL Standard, although Google uses their own SQL (“Legacy”) in their examples.
Aaaaand, that’s all… In fact, this is all the info you can find on the internet about this matter. For real. No one seems to have published anything else about this, or shared any code, apart from these two posts in this blog (thanks Mannetje!) – Link + Link
Querying – getting real stats!
We ran a query over the whole domain, for received emails. Each action that occurs when Gmail is receiving an email logs a single entry in BigQuery, so we must filter a little bit.
/* received emails */
(message_info.destination.service == 'gmail-ui'
AND message_info.source.service == 'smtp-inbound')
/* we only need the final entry + not spam */
AND message_info.action_type == 3
AND message_info.is_spam == FALSE
Wildcards are permitted here so we’re checking all the daily tables for the last 7 days.
Voilá! We got 4713 emails, each one with extensive data. We turned some of this data into a nice email report for one single day, and used some processing to throw reply time right into the mix. Also, we generated the report for the whole domain and also for one user. Useful, isn’t it?
Once we’re up and running, we can build reports like this one. Or complex dashboards! Privacy matters, this isn’t real data.
In our tests, minimum response time was above 1s, reaching peaks of 5-6s or higher. This is due to Google’s BigQuery inner processes (it does scale with you)
That might not seem impressive at first, but think of a pretty big company (+2000 employees) and a year’s worth of email. That’s a lot of mail. Well, it still should take a few seconds for most queries! Now we’re talking. Google BigQuery is scalable, flexible and fast even for GBs of data.
Throughout our research we discovered some stuff that wasn’t well documented in the schema, and we also found some data limitations (for example, thread IDs are not logged).
There’s also a lot of data available in the logs about deliverability, server spam rules, and email behaviour.
Using Gmail logs + BigQuery, we can apply Big Data techniques to email usage stats
Conclusions on integrating Gmail logs into BigQuery
Google released a year ago a feature for G Suite Enterprise that allows administrators to automatically log Gmail logs to BigQuery.
It seems that some bigger companies are already utilizing this feature, and BigQuery is already an established product, so the future for this product is pretty exciting.
Good news: if your company is using G Suite Enterprise already, or is thinking about upgrading, you can leverage Big Data techniques to analyze and get stats for your email usage data using a cloud-powered database. It’s powerful, fast and cheap.
Not so good news: there’s very little publicly available info about how to use this feature and the Google docs are incomplete. Intensive research and development is needed.
We’d love to hear your feedback and experiences. Please add your comments below or get in touch (email@example.com).
Setting a goal to meet, getting motivated to achieve it, and striving as hard as possible to overcome the challenges along the way are some of the keys to success in different areas of life, work among them. When it comes to leading a team of workers, a manager not only has to follow this process at an individual level, but he is also in charge of conveying to others the objectives that must be achieved and the motivation necessary to make an effort.
In this regard, if you are at the helm of a sales team, you may wonder whether it is better to promote internal competitiveness on the team to motivate its members to try new sales tactics, or whether, on the contrary, competitiveness can be negative and end up generating discomfort and distrust.
There is no doubt that when you want to win a race, seeing the finish line and knowing that behind you there are other athletes running towards it too can spur your to pick up the pace. Similarly, in a sales department, promoting competition can encourage employees to achieve better results.
However, the strategy to promote rivalry must be well defined, to avoid creating an awkward work environment. Don’t make workers try to improve at the cost of harming others. Rather, encourage them to follow their peers’ example.
Rivalry is all right, as long as it is healthy
Healthy competition can yield good results, both individually and for teams as whole units. But, how can you promote it? These are some guidelines.
Be clear about the metrics you want to study. Logically, in a football game, for example, the most important thing is to know the other team. But that’s not all. Measuring ball possession and shots on goal is also important. Similarly, in a sales department there are a few metrics that should be considered beyond total sales: sales by product or service, by the channel one has used to achieved the lead, sales to recurring customers, or to new customers, etc.
Obviously, comparing the results of each team member (individual sales, number of calls or number of customers contacted that resulted in sales) can also be of great help.
Set the competition’s objectives. Logically, it is useless to measure the team without communicating the objectives that are to be achieved. However, it is not enough to set a quarterly sales target, or one for a specific campaign. You also have to teach the team how they can achieve that goal. For example, by following these guidelinesyou can teach them to write better emails.
It is also important that you explain not only what they need to do, but also why. This is the only way to ensure that competitiveness is beneficial for all the team members and does not negatively affect their motivation, or damage their self-esteem. Explaining to them in detail how meeting those goals will benefit them individually, and how it will also help to achieve the department and company’s mission, will strengthen their commitment.
Make the winners public (and reward them). Logically, as in any contest, it is important to recognise the winners and reward them adequately. Set aside any inadequate and obsolete strategies that involve rebuking instead of rewarding: a good sales manager does not publicly humiliate the loser, but rather encourages everyone to excel.
The best managers should not focus on negative results, but rather praise positive ones. Public recognition, economic rewards and more original prizes (a gift, an office party) are just some of the ways to acknowledge those workers who have posted the best results or showed the most commitment to a project, without neglecting to recognise other members of the team for their merits too.
In the day to day, the most common thing is to have a board, physical and virtual, featuring data charting each team member’s daily, monthly or quarterly progress, to motivate them to move up in the rankings.
Doing so benefits not only the one who gets the best results, but everyone else too: seeing that the rest can achieve sales goals will make them realise that it is possible to do so, and motivate them to identify how they can improve. Every month the counter returns to zero, so everyone has the chance to move up next time.
Motivate and strengthen ties. Just as coaches analyse results after a game, sales managers have to evaluate their teams’ performances, both individually and globally. But when he addresses the team face to face, he should never pit employees against each other, but rather encourage reflection. For example, he can have the best salespeople share useful tips for everyone, and encourage an exchange of opinions on areas for improvement.
Digital tools, a tool to promote competition
Logically, to establish the parameters of the competition you must know that you will be able to measure all those results that enhanced competitiveness may increase. On the Web you can find a multitude of tools that help your companymeasure the performance of its sales team.
Stats showing a team’s email usage habits, at the individual and global level, are one of the metrics that help to improve performance in the healthy competitive environment that you have created.
Want to see how we help managers to get inbox stats and manage email sales teams? Try Gmailmeter.com.
Every day dozens of emails from companies, relatives and acquaintances arrive in our inboxes, which barely gives us time to read them all. This is why the sending of emails by companies’ sales teams, a business process essential to attract customers, must be properly monitored and managed. There are also certain practices that can be followed to increase the likelihood that a client will read and respond to your messages.
If a sales team receives leads (records of people interested in your products, having sent their information via a form) and starts a conversation by email with those customers, if they have to answer a question from the potential customer, or need to send a personalised mail, there are a number of recommendations that you should keep in mind. Here we run down some good practices that a sales team should follow when using email:
How to write successful sales emails
Every word that you write in your email matters, from the Subject line to your closing. Now, what is the ideal wording for an email? These are some of the guidelines your sales team should follow when writing them:
The Subject line of the email is crucial. No matter how appealing your proposal is, the user will not read it if he never opens it. Thus, it is essential that the Subject be recognisable and interesting, as the objective is for the recipient to click on it. Similarly, taking great care with the first sentence of the email is important in terms of getting it opened, as it appears near the Subject line in the inbox.
Write short and simple emails. Although it may be tempting to offer lots of details, so that the client appreciates the work behind it, it is not a good idea to draft long emails. Quite the contrary. Follow the premise that less is more, and get to the point, keeping your email short. And the message has to be simple: if it is full of details the user will likely delete it instead of stopping to read it.
Ask just one question, or propose a single action in each email. If you ask too many questions, the client is unlikely to answer any of them. Remember that the key is for the message to be simple, so you have to ask a question that is also simple, so that recipients only have to spend a few minutes of their time responding to your query.
Your mail must have a purpose. Do not waste the time of a client or a future client with a follow-up email that does not have a clear objective. Your messages should always have a purpose, and it must be clear.
Ask your clients to respond. Often users decide to put of responding, and the email falls into oblivion. Therefore, you have to make them feel that, if they do not answer, you will no long offer them the opportunity in question. Do it politely, but let them know that their inaction will have consequences.
How to write effective response emails
Responding to users who have shown interest in your product is essential to turn them into customers. To train sales professionals to respond effectively by email, follow these tips:
When you have to answer a lead, time is of the essence. As we already stated, every minute counts when it comes to email. The faster you answer a lead, the more likely you are to turn it into a sale. Quickly answering any questions is also vital.
Customise your answers. Avoid canned responses that lack personalisation as much as possible, but if you cannot avoid sending an automatic response, gather all the information you can from the email you receive, or include the name of the recipient, or your company, in the response. In fact, the experts stress that personalising your response will make them feel engaged in the proposal.
Always include a call to action. The purpose of the email should be clear in the body of the message, and should lead to a specific proposal at the end. So, as a close to the message, and before saying goodbye, include a call to action that instructs the user to take the next step.
How to manage sales emails
Following the above advice is useless if there is no proper management and follow-up of these messages. To manage your sales team’s emails, use technological tools:
Get your sales team’s email statistics. To determine whether your sales team’s emails are working, it is essential to have metrics. Using Gmailmeter.com allows you to track your team’s habits when sending emails, the number of emails sent or received, the total number of senders, and response times, among many other data. Analysing them and making decisions based on them, you can boost your sales via email.
Try, try and try again. Monitoring the effectiveness of messages and acting accordingly is also essential. To do this, you can use the well-known A/B method: send two similar versions of the same email, but with some different elements, to different groups of users. Then analyse the results from each one to hone your future emails.
Would you like to manage your sales email teams? We can help out. Give a try to gmailmeter.com to measure your inbox performance or send us an email to firstname.lastname@example.org. We’d be happy to help.
Today there are numerous corporate business processes that are carried out virtually. Whether because they are exclusively dedicated to making sales online, or because they have found in the Internet a complementary communication or sales channel for their physical business, companies today depend on the Web to reach their customers.
In fact, dozens of essential corporate tasks require the use of an online tool: email. Without going any further, email is one of the essential customer service channels, and also one of the essential marketing tools.
Email marketing is essential for the generation of leads and registered users; that is, people who supply their data via a website form and who are potentially interested in acquiring a product. In turn, email is also the perfect tool to transform those leads into customers, not to mention the importance of email as a communication tool with suppliers and workers.
This is why, whether you have your own company, run a business, or occupy a position of responsibility at any company, you will need to analyse how workers, and especially the sales team, use email, in order to improve their productivity. Response times to customer emails are one of those key kinds of data that, fortunately, you can now measure.
When it comes to email, every minute counts
Any sales or technical support team is aware that customers need to receive responses to their requests by email as soon as possible. A study published by USC (University of Southern California) analysing the emails of 2 million US users found that 90% of people who intend to answer an email do so within 2 days of receiving it. In fact, half of the answers take place within one hour. Age is also a factor: the older the recipients, the longer the response times.
Taking into account that we open a good portion of our virtual envelopes on the go, thanks to our smartphones, it seems logical that users are expecting replies faster. But how fast do they expect to be answered by a company?
According to one survey conducted by Toister Performance Solutions, 80% of customers are satisfied receiving an email in less than four hours, while 14% consider an answer in 15 minutes acceptable.
Many companies, however, do not meet these expectations. Another recent pollindicates that only 7% of them respond to emails within 5 minutes ofreceiving a request via the Web, 27% take 1 day, and 55% take five days or more. This is some alarming data, as a quick response may mean capturing a potential customer, or losing him.
A study by the Harvard Business Review based on data from more than 2,000 companies reached similar conclusions: 7% responded to leads in an hour; 16%, in more than an hour, but less than one day; 24% took more than one day, and 23% did not even respond.
Analysing 1.25 million leads collected by dozens of US companies, they found that companies contacting their potential customers an hour after receiving a query were 7 times more likely to convert a lead into a sale than those that did so after one hour – and they were 60 times more likely than those that took a whole day.
Other studies confirm the importance of contacting customers within five minutes after receiving a request: the longer a company takes, the less likely it is to succeed. Thus, the time factor is fundamental with inbound marketing strategies. Once one has attracted a user and the lead has been generated, it is crucial to communicate with him quickly to turn him into a customer.
When responding, other important factors come into play to attract customers via email. As we discussed recently, it is important to considerwhat day of the week and what time of dayare ideal for recipients to read our communications.
The email metrics that you can already check
Therefore, if you are at the helm of a company, you will be interested in analysing the average response times to your customers. The new premium version of Gmail Meter allows company or team leaders to easily measure the speed of corporate responses through email, among other data. This is definitely of great benefit to managers and executives, as metrics are key to management. You can’t manage what you don’t measure.
These are some of the email stats that you can obtain by running an analysis of your workers’ inboxes using Gmail Meter:
Response times to emails.
Fastest response time.
Messages sent at a given time of day or a given day of the week.
Recipients interacted with most.
Total number of emails sent and received.
Do you want to see a demo of Gmail Meter Premium? Write us an email at email@example.com and we will answer you as quickly as you deserve.
Email is, without a doubt, the primary communication tool in the corporate world. However, there are other platforms that can help improve employee productivity, facilitate work on a day-to-day basis, and bolster connections with customers. To help you discover the most useful, we have come up with our 10 favourite apps for companies, so that yours can start out the year enjoying their advantages.
Bots, smart programs that make it possible to meet the needs of users automatically, are one of the biggest corporate trends for 2018. Manychat is a tool that helps to create them easily in Facebook Messenger, in order to improve marketing and customer service.
With this platform one can create a personalised bot to assist customers, inform him when a human response is required, send scheduled messages, and monitor all interactions in the blue chat, which already has 1.3 billion users.
In addition to a social network to gather professional contacts, LinkedIn can also be a marketing tool for companies. The Microsoft-owned platform has launched LinkedIn Lead Gen Forms, a service that facilitates the generation of leads through forms.
When a user clicks on an ad, the platform offers him a simple form. The company that has launched the advertising then receives all the data on his profile, and can redirect him to its website, thus obtaining valuable information to better know its potential customers.
Writing a document in Word and sending it by email to receive feedback from colleagues can be a waste of time. Quip is a web platform and an app for smartphones that simplifies the process considerably.
From the same panel one can work collaboratively on different documents, whether they are texts or spread sheets, mention other team members, make a list of tasks, and comment on the content through a chat, without leaving the group.
Obviously, launching an email marketing campaign requires strong previous organization and an analysis of the results. Mailshake lends the company a hand with these tasks. Only a Google account is needed to plan and automate the sending of emails to customers, thanks to a calendar.
In addition, it allows one to study what the results have been: how many users have opened the email, how many have clicked on the link, and which have requested more information.
The popularity of Instagram, which already boasts 800 million monthly active users, demonstrates the importance we assign photographs and videos. Then why not apply moving images to business communication?
Bonjoro aims for us to reach out to our clients through more than written messages, as the app is designed to send corporate videos to clients’ inboxes. In this way the company is able to welcome them and explain its service to them by creating a more personal link.
With more than 2 billion users per month, Facebook is, by far, the premier social network. That is why every company’s digital strategy must aim to succeed on it.
With Facebook for Companies you will be able to create a corporate page through which to communicate with customers and promote it, take advantage of information from the social network to segment your campaigns; place ads on Facebook, Instagram, Messenger and other sites on the Net through Audience Network; and optimise campaigns, thanks to its measurement features and a long list of others.
Every company needs to manage and organize large amounts of information. The Airtable platform allows them to work with databases without having advanced knowledge, adapting interfaces to their needs, whether working with a spread sheet, gallery or calendar.
Multiple members of the same team can also edit data in real time from their mobiles, thereby improving project management.
Kajabi can be useful for those professionals who want to combine work with education, or companies that want, in addition to offeringa product, to open a new business line, sharing their workers’ knowledge.
This platform allows you to upload educational videos online, make them viewable for a certain fee, and perform the marketing actions necessary for them to succeed.
This software helps both Human Resources managers and the rest of a company’s team: each employee has a profile with all the details on his career, job, and even tastes, accessible depending on permits.
The employees can use BambooHR to request vacation time, while managers can use it to draft follow-up reports or set goals. In addition, it makes it possible to filter the data in different ways to draw conclusions, for example, from a company’s rotation figures.
Every corporate website needs a form to facilitate contact with its customers and suppliers. But very few are aesthetic and user-friendly.
Not so with the Typeform: this app offers forms adapted to all types of devices, that are interactive (the questions that appear depend on the previous answer), with a variety of different designs, depending on the company, and different graphic features. In addition to all these advantages, creating forms is very simple.
“We haven’t include Gmail Meter in the list above, but we feel confident you’d love to use it if you need to know how you and your team manage email. Check it out and give us a try.
In your pocket, on your desk or even on your night stand: in recent years the smartphone has become an inseparable companion. In fact, many of the tools that we used to use on our computers are now found on these devices, which can be taken anywhere.
One of them is email. More and more users open emails, whether personal or corporate, using their smartphones and tablets. That is why Marketing specialists and customer service experts cannot ignore small screens, and have to take them into account when designing their campaigns. But, to what extent do we use our smartphones to check email? We provide you with some figures revealing the rise of mobile mail.
The ascendancy of small screens
A few months ago Gmail surpassed 1 billion active users. Outlook, meanwhile, has more than 400 million active monthly users. In all, according to a recent study by The Radicati Group, there will be more than 3.7 billionemail users in the world by the end of 2017.
The figures reflect the importance of electronic mail as a communication tool, and smartphones as a device. Now, do we open many emails from our mobiles?
According to the latest email marketing study conducted by IBM, based on messages sent by 750 companies in 40 countries, almost half (49%) of the emails were read on a mobile device, 22% on a computer, and 29% through a webmail service. Among all the countries analysed, the high penetration of mobile mail in the United Kingdom stands out: 55% of emails are read on smartphones there, while in the rest of Europe that percentage is 32%, and, in the United States, 49%.
Adobe recently published a study that reached similar conclusions. After interviewing 1,000 white-collar workers in the United States, the study highlighted that the smartphone is the device most used to check email regularly: 81% use their smartphones to access their virtual mailboxes, 74% use their desktop computer or laptops, 21% use their tablets, and only 2%, their smart watches.
Unsurprisingly, the report shows that people want to be able to access their email from virtually anywhere (for example, 26% do so in bed), so the use of a mobile device becomes necessary.
The Adobe study points out that the device chosen to read emails depends on the purpose of the account. Although respondents prefer their smartphones if their mailboxes are personal (59% check this kind of account using their mobiles; 35%, from their computers; and 6%, from their tablets), they still prefer to check work email from a computer (62%, compared to 35% who do so with a smartphone, and 4% with a tablet).
A study conducted by the email marketing company Adestra also drew similar conclusions. In this case, they asked 1,200 personal email users of different generations whether they used a mobile device to check email before reading it on a computer. 40% of respondents between age 14 and 18 always check their accounts on a smartphone, a figure that drops to 29% amongst young people between 19 and 34, and to just 8% for users between 56 and 67.
Email, one of the most used apps
In addition to demonstrating that many users check their email with their smartphones, some analyses confirm that email is one of the most popular tools on smartphones.
A study conducted last year by Google based on the data of more than 11,000 of its users made it clear that the smartphone is the preferred device: on a normal day, more than a quarter of its users use only their smartphones to surf the Web, almost twice as many as those who use just a computer.
Also, when we are actively using our phones, we interact with an average of 4.8 apps per hour. Instant messaging apps and search engines are the most used (83% use them), followed by social media (73%)and email apps (71%).
The future of email: increasingly mobile
Mobile devices allow us to open and respond to emails from anywhere. So, as you have seen, more and more are being used to check email. Although, logically, we continue to check it from our computers, marketing and customer service experts have to take into account in their campaigns that a good portion of the emails they send will be received on a device that fits in a pocket.
If you want to know about your habits when using Gmail, either from your computer or from your mobile phone, or you want detailed information on how your company’s employees use e-mail, Gmail Meter can help you. Get Gmail Meter, your Gmail statistics tool.
Every time we click on “Send” to send an email to a client, we tend to ask ourselves the same questions: Is this the best time of the day to write him? What time would be best, for him to open and respond to the message? What times should I avoid so that it does not end up lost in a sea of messages in his inbox?
Obviously, the best time to send an email to a client, partner, supplier or co-worker is whenever he will see it on his computer. It is only logical that you are more likely to get a response from him if he is at his desk, rather than checking his email on his smartphone while traveling to the office, eating, or enjoying time off.
Now, the difficult thing is to ascertain when those minutes of the day are when the recipient is more likely to be sitting in front of his computer and paying attention to his email.
The users of Gmail Meter have detailed statistics about habits when managing corporate emails, thanks to our platform. Based on our data from more than 55,000 users, we’re going to tell you about the best time of day to send emails to partners, clients and other recipients in different cities.
Mornings: the best time
Before showing you the graphs that will illustrate the perfect time to send emails, we would like to stress that to produce them we have taken into account the different time zones of the different cities that we are going to cover, as well as the hours of the day when the most emails are sent by our users. This will allow us to deduce the best time to send one and receive an answer: if users send more messages at a certain time of day, that time will also be the best time for them to answer.
We begin by learning the habits of New Yorkers between January and October of this year. Based on the information on our users in the New York time zone, we can see how the number of emails sent peaked between 10 and 11 in the morning (specifically, 1,876 emails in the period from January to October). Therefore, that will be the best time to send an email to a person who lives in America’s Eastern Time Zone, including the citizens of the city that never sleeps.
We go west from New York to study habits in another American city: Chicago, in the state of Illinois. Based, again, on the total number of emails sent between January and October, we find that the best time to send them is also from 10 to 11 in the morning (more than 2,000 emails were sent during this time). We can infer, then, that the best time to send emails to any US location in the Central Time Zone is in the morning, but not first thing.
We now head to California to take a look at email habits in Los Angeles during the same period, the first ten months of the year. Despite the fact that its people send large numbers of emails in the morning, it is not until 1:00 to 2:00 pm that the numbers top out (2,249 during that hour). So now you know: if your recipient is on the West Coast, it is best to send your mail an hour or so after noon.
We now cross the Pacific and head for Tokyo. If you want to receive an answer from a client in the Japanese capital, corresponding with Japan Standard Time (JST), it is best to send it between 10 am and 12 noon in the morning. Gmail Meter users in Tokyo sent 1,265 emails every hour in the period analysed.
Fridays: the busiest day of the week
In all the cities analysed, a quick glance reveals that the first hours of the working day and the late hours of the afternoon are best to send emails.
Even if you do not know the exact time at which it is best to send them, the data probably did not surprise you too much. However, you may be surprised to know the day of the week when the most messages are sent. What day will be best to send emails to New Yorkers, Chicagoans, Los Angelites or Tokyo residents?
Here you can see the data on NY users. As is evident, their favourite day to send emails is Friday:
But New Yorkers are not the only ones who send a greater number of emails on the day that usually marks the end of the white-collar work week. The users of Gmail Meter in Chicago also opted to send more emails that day (as in the previous case, they sent more than 4,000).
On the West Coast they seem to have the same tastes as in the East. Friday is also the day preferred by users in Los Angeles to contact customers and partners by email:
Now, does the trend change in the country of the rising sun? It does not: Friday is also users’ favourite day to send emails in Tokyo. So, now you know. If you want to send emails to an important client, it is best to do so at the end of the week.
Learn about your email usage habits
Do you want to know how you use your Gmail account? Try Gmail Meter, your Gmail statistics tool.