Best Email Analytics Tools to Track Response Times

Email response times can be the difference between losing your customers to competitors and closing more deals. If your replies are too slow, you risk losing opportunities and hurting your reputation.

With the right email analytics tools, you can track email response times, identify bottlenecks, and improve efficiency and customer satisfaction.

In this guide, I’ll explain why tracking email response times is important and review the top email analytics tools available.

Why Should You Track Email Response Times?

You might think that as long as you're getting back to people, you're doing a good job. But this is far from true. According to a Salesforce study, 77% of customers expect an instant response when they contact a brand.

Image from Salesforce

Tracking your email response times provides a clear picture of how efficiently you communicate with customers and leads. Here’s why you should use email analytics tools for tracking emails and reply times.

• Identify Issues: Email analytics tools help you pinpoint exactly where delays occur in your workflow, allowing you to streamline processes.
• Enhance Customer Satisfaction: Nobody likes waiting days for a reply. Quick responses show that you value your customers' time.
• Improve Team Efficiency: By using email analytics tools, you can understand individual and team workloads and balance them to enhance efficiency.
• Increase Conversions and Sales: The quicker your sales team replies to leads, the higher the chances of closing deals before your competitors do.
• Make Data-Driven Decisions: With accurate insights, you can set realistic response-time goals, reallocate resources, and ensure your team is performing at its best.

Top 5 Email Analytics Tools to Track Response Times

If you rely on email marketing to nurture leads and boost conversions, you need tools that can help you track and improve communication efficiency.

To save you time, I’ve rounded up the best email analytics tools you can use to measure, analyze, and improve your response times:

1. timetoreply

The timetoreply is one of the best email analytics tools, ideal for businesses that rely heavily on customer-facing email communication.

Unlike generic email analytics tools, timetoreply helps you track how quickly your team replies in real-time, both in individual and shared mailboxes.

It seamlessly integrates with your existing Gmail, Microsoft 365, and Outlook email accounts. It provides real-time SLA tracking and user-friendly dashboards that display key metrics, including average reply time and email volumes.

Key Features

• Tracks real-time email response and resolution for both individuals and teams (shared mailboxes)
• Monitors SLAs and sends alerts when email response deadlines are approaching
• Integrates with major email providers like Gmail, Outlook, and Microsoft 365
• Sends daily, weekly, and monthly email performance summaries
• Provides advanced dashboards with exportable, easy-to-understand reports

Pros

• Focuses on email response analytics
• Integration with email providers makes it easy to set up
• Real-time alerts help prevent missed email responses

Cons

• Doesn’t include helpdesk or ticketing features

Pricing

The timetoreply offers tiered packages, with pricing starting at $36 per month/mailbox.

2. Email Analytics

Like its name suggests, Email Analytics is among the top email analytics tools that provide deep insights into your email activity.

It lets you visualize how your team handles emails, including how long it takes to respond, who’s most active, and which clients send the most messages.

These insights help you balance workloads and optimize email automation workflows for more efficient communication.

Key Features

• Tracks average email response times per user or team
• Monitors sent and received email volume and busiest times of day
• Offers insights into your top email senders and recipients
• Provides customizable visual dashboards and reports
• AI-powered sentiment analysis helps you gauge customer satisfaction

Pros

• Has a user-friendly interface
• Ideal for Gmail and Outlook users
• Automated reports save time

Cons

• Lacks advanced customer support or CRM features

Pricing

Email Analytics offers one package, starting at $19 per month/inbox.

3. Email Meter

If you’re looking for the best email analytics tools to help you maximize efficiency and productivity, Email Meter is a great pick.

It’s one of the best email analytics tools that track response times and also monitor email volume, interaction quality, and team collaboration.

Key Features

• Measures first response time, overall reply rates, and follow-up times
• Analyzes email traffic (sent, received, internal vs. external)
• Monitors conversation threads tracking to spot lengthy or unresolved issues
• Integrates with both Gmail and Outlook
• Tracks SLAs to ensure your team is meeting response deadlines.

Pros

• Offers comprehensive email analytics tools
• Helps you identify long-term patterns and trends
• Delivers detailed team and individual reports

Cons

• Its data-heavy reports can feel overwhelming for beginners

Pricing

Email Meter offers a free plan and paid packages starting from $19 per user/month.

4. Gorgias

While Gorgias is a full-fledged help desk and customer service platform for ecommerce businesses, it’s also one of the top-rated email analytics tools.

It centralizes customer interactions, including emails, SMS, live chat, and social media messages, into a single dashboard. This unified view enables you to track email performance, automate repetitive responses, and analyze data to run more successful email campaigns.

Key Features

• First-time email response and full resolution tracking
• Centralizes customer communication across email, social media, and chat
• Automates tagging, ticket assignment, email responses, and workflows
• Analytics dashboards showing agent performance and ticket trends
• Integrates deeply with ecommerce platforms like Shopify, Magento, and BigCommerce

Pros

• Ideal for ecommerce businesses that need multi-channel support
• Offers powerful automation features
• Provides a unified view of customer communication

Cons

• It may be too complex for small businesses that need simple email analytics tools

Pricing

Gorgias offers multiple pricing tiers, with the most basic one starting from $10 per month for 50 tickets.

5. Freshdesk

Like Gorgias, Freshdesk is a customer support and ticketing solution that helps you track and resolve customer queries more effectively.

Its ability to turn email conversations into measurable data makes it one of the leading email analytics tools. You can use Gorgias to track email response times, resolution times, agent performance, and SLAs.

Key Features

• Shared inboxes streamline collaboration and ensure faster replies
• Performance dashboards help you visualize ticket volume, agent productivity, and response patterns
• SLA tracking for first reply and resolution times
• Ticketing system with automation workflows
• Multi-channel support, including email, chat, phone, and social media

Pros

• Integrates easily with CRM and business apps
• Great for larger teams managing high email volumes
• Scales as your business grows

Cons

• More expensive than standalone email analytics tools

Pricing

Freshdesk offers tiered paid plans starting from $18 per month/agent.

Featured Image by Freepik.