Smartsites reduced their team’s average response time by 60.4% within 2 months

The following case study was conducted in interview format with Michael Melen, Co-Founder at Smartsites, a digital marketing agency based in New Jersey.

Smartsites enables its customers to outsmart the competition, get more traffic, and acquire more customers with proven strategies and reliable execution.

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

As a growing agency – customer service is of vital importance to us. At times, we would get client escalations where clients would tell us that their emails have gone unanswered, sometimes for days. Not okay. Needed the ability to measure that and be proactive; prevent the issues from ever happening. EmailAnalytics was the ideal light-weight solution to the problem.

What made you decide to give EmailAnalytics a try?

We weren’t sure exactly what we were looking for at first, but found an entire segment of software surrounding email reply rates. EA had the features we needed and was most affordable.

I have used GAT Labs before which has a full suite of tools to manage Google workplace emails, calenders, and so on. GAT Labs was too complicated so while we could use it to give us similar insight, it’s very complex and not user friendly. Loved EA’s simplicity.

How do you use EmailAnalytics to solve that problem?

In parallel to implementing EA, we set a rule that all client emails must be replied to within 4 hours during business hours. EA allowed us to set this goal, and track it.

Simply setting the goal and implementing EA email summaries across teams drastically improved our time-to-reply rates (as seen by the metrics).

How has EmailAnalytics provided value for you?

Increased our level of customer service by ensuring that team members reply to clients quickly and no email goes unanswered.

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?

Not really. We already used Hubspot for email tracking, where we would see the actual email contents.
EA does not reveal email contents; it simply quantifies reply rates.

Would you recommend EmailAnalytics?

Yes, I have and do recommend EmailAnalytics, specifically for teams that use email as the primary channel for external communication.