Measuring the performance of your emails can be useful in helping you grow your business on many levels. In this article, you’ll learn how to measure your Gmail analytics to further improve your team’s efficiency in handling emails.
why you should use gmail analytics
For many companies and teams, email is a powerful communication channel. and having an overview of the quality and quantity of emails helps to measure how the workflow is running and to get a better idea of why the current results are happening.
Features like analytics and reporting allow businesses to track key metrics like customer satisfaction, agent productivity, number of leads acquired, conversion rates, and many others related to not only support teams and sales.
measure productivity
When you have all the data on email usage, you can measure the productivity of your team, in an entire scenario or individually. it is extremely important to get a better idea of how efficient the team’s methods are being.
Having information about personal usage helps measure how much time people spend on various email-related activities so they can improve in the future.
however, you can know exactly what needs to be done to improve the quality of your service and take whatever steps are necessary to help your team thrive.
measure return on investment
Analytics measurement also helps you with the information needed to regulate how much time the team spends on certain strategies within the email, as well as how much money they receive for each of them. Identifying asymmetric ROI rates is ideal for correcting and improving the team’s performance, in terms of dealing with customers.
important gmail analytics metrics
Now that you know why it’s important to measure relevant data in your email, you need to know which metrics are most important in this evaluation. we’ve put together all the relevant metrics for support teams and sales teams.
customer service
Customer support teams have some essential metrics to track that are valuable when it comes to email analytics: average email, closed ticket response time, and agent behavior.
average email response time
identifying a high average email response time helps you improve your relationship with customers, avoiding losing them due to poor support.
Average email response time is between the time a customer sends you an email requesting help and the time the support team begins to engage with them. When it comes to email, response time can be measured in minutes, hours, or even days. but always respect the fact that your client expects an immediate response.
tickets closed per day
Monitoring the number of tickets closed each day helps identify the capacity and efficiency of your support team. It’s simple math: If the number of tickets resolved each day is less than the number of issues coming in, you have a problem. In case all the tickets that came in on a specific day can be resolved, it may also indicate that the support capacity is affected in some way.
then you need to find out what is going on and what you can do to improve this process.
Agent behavior
Measuring your agents’ performance on the job requires knowing how you can improve your methods. for example, you can see how each agent is performing while solving tickets. if there are agents with poor performance, it indicates that you should not only talk to them but also offer training.
sales pipeline
Metrics for sales teams directly influence the revenue performance of your business, which is why tracking your sales pipelines is so important. if email is one of them, having information can be a lifesaver. top email metrics to track sales are conversion rate, vendor performance
conversion rate
There is a great need to measure conversion rates in any email campaign. the conversion rate simply measures how many people are taking the actions you ask them to do.
track this metric to see how you can improve your sales pipeline by identifying which campaigns are not converting as well.
number of leads acquired
Lead generation needs your attention, mainly because when it’s low, something needs to change in the acquisition channels. you need to track how many leads you’ve captured in a given period, to see if it’s working or not.
You can focus on all leads generated or just new ones added to the database.
how to use gmail analytics
Having analytics in place where you exchange emails with your customers turns out to be an essential feature. Since gmail doesn’t offer this type of information, people opt for third-party tools. But what if you could use your own gmail account as a helpdesk? everything would be so much easier. yet many tools that work within gmail do not display data or generate reports.
so if you love gmail and don’t want to leave it, you can look into extensions to help you track your email analytics. Let’s see some of them.
drag
drag is a shared inbox that works within gmail and can be used as a helpdesk, crm, task management, or many other workflows. This means you have everything you need in one place and one tool, without having to buy a lot of software.
plus, you can centralize your workflow, by allowing your help desk or sales pipeline to be managed in the same space as emails and to-dos. as a shared inbox crawl provides the opportunity to share the same email account for many people in real time, without the need to share logins. it means that everyone on your team has access to the team inbox, within their business accounts. this is a secure and transparent way to manage shared email addresses. You can learn more about how dragging works as a place to share team inboxes here.
drag works with “boards”, which can be your shared inbox or a task management place. Within these boards, you have columns, which can be named with stages that you generally need to identify in your workflow. within the columns you can create cards, which can be tasks or the emails you receive at the email address. these cards can be dragged and dropped between columns, so you can let your team know what stage a ticket or lead is in right now.
Most importantly, Drag allows you to track gmail analytics and generate reports across all of your dashboards. Crawl Reports consist of 3 tabs: Cards, Board Activity, and Leaderboard. On any tab, you can filter your reports by dashboard, user, and date. Let’s look at each of these tabs.
cards tab
In the cards tab, you’ll find statistics on the volume and type of cards you and your team are handling on different boards. there are 3 metrics on this tab, from left to right:
- cards: all new cards that are loaded onto a board.
- emails: number of emails uploaded to a board.
- tasks: number of task cards manually added to a board.
board activity tab
The board activity tab displays statistics on all actions performed on a given board. board activity represents actions like drag and drop, filing, tasks, comments and others. Some of the activities tracked in this tab are replies, comments, tasks, mentions, due dates, tags, and notes.
classification tab
The Scoreboard tab breaks down responses and board activities performed by each team member on a specific board. you can sort the list by email replies or by forum activity by clicking on the respective column title.
analysis for gmail
email analytics
email analytics’ is an analytics tool that works for both gmail and g suite. Integrates with your Gmail or G Suite account, including the accounts of everyone on your team. With this tool, you can have information about how your team is communicating. Plus, it can give you a lot of insight into how you communicate. Here are some of the metrics you can track with email analytics:
- top senders and recipients
- average email response time
- number of emails received and sent each day, or even hourly
- average word count
conclusion
with analytics inside your gmail, you will be able to see the big picture of all your processes. the main advantage is that you can reshape the way you view simple emails, which happen to be essential elements of your results. Using features like analytics and reports in your inbox will change the way you run your business and help you improve and increase your business productivity, and why not revenue?