Global Exposure improved their customer service team’s email response time by 50% within 1 week after deploying EmailAnalytics.

The following case study was conducted in interview format with Reece Hussain, Managing Director at Global Exposure.

Global Exposure is a UK-based marketing agency that specializes in building modern, creative websites and digital marketing.

• Industry: Marketing agency
• Company size: 10+ employees

What was the challenge you faced that brought you to EmailAnalytics?

I wanted to be able to track my staff’s emails response time as customer service I feel is one of the biggest problems in the digital marketing industry, so I wanted to be ahead of my competitors!

What made you decide to give EmailAnalytics a try?

It was way more fairly priced than the others, and to me it looked like a great choice because of that.

How do you use EmailAnalytics to solve that problem?

I integrated my staff’s user accounts and now we’re tracking their response time.

How has EmailAnalytics provided value for you?

It allows me to see exactly how my staff behave with customers virtually, and this is invaluable to my business.

Do your reps know their inboxes are being tracked? If so, how do they feel about it?

Yes they do, they have no problem. “You have nothing to fear, if you have nothing to hide!”

Did you have any reservations/worries about how your team might react to having their inboxes tracked? Did those concerns come to fruition, or was it a non-issue?

I did originally, but then I thought that the only reason they would care is if they didn’t want to get caught out. We have a duty to our clients, and it’s my responsibility to ensure we keep our promise.

What benefits have you seen since deploying EmailAnalytics?

It only took one week for us to see a 50% improvement in response time as a company. Our reps are motivated and empowered knowing that response time is a measurable KPI for us. It’s true that what gets measured gets improved!