Why is email productivity so important?

In the digital age, email productivity is the lifeblood of every successful customer-facing team.

High levels of email productivity lead to quick email reply times, which drive improved customer satisfaction and retention. The more productive your teams are on email, the better they can manage their workloads, provide consistent customer experiences, close more leads, and support revenue growth.

But it’s not always easy. Customer-facing teams deal with an unprecedented volume of inbound emails. Customer expectations are at an all-time high. And the market has never been more competitive.

What are some of the common challenges with email management?

• Firstly, many customer-facing teams are simply overloaded, and struggle to prioritize the most urgent and important customer emails.
• Secondly, customer-facing teams face huge volumes of emails, ranging from inquiries to complaints to requests for support, as well as mails from leads or prospects.
• Thirdly, customers expect quicker responses than ever. In fact, 88% of customers expect a response within 60 minutes. Three in ten want that response in 15 minutes.
• Teams also face challenges with tracking important emails and following up to ensure customer queries are brought to a satisfactory close.
• Finally, customer-facing teams also deal with complex issues that require detailed, thoughtful responses. Crafting these responses takes time and excellent prioritization, adding pressure on customer-facing teams. 

Setting up for success

Choosing the right email service

Not all email services are designed equally. You need to weigh up the pros and cons of each of the most popular (and even the slightly obscure!) email services and choose the one that best suits your needs. 

Here’s a basic comparison of some of the most popular email platforms commonly used by customer-facing teams, focusing on key features relevant to email productivity.

Comparison Table

Each platform has its own strengths and weaknesses, but it’s worth noting that the vast majority of customer-facing teams use Outlook or Gmail as their email platform of choice.

Essential Features to Look For

Optimizing your email environment

Successful customer-facing teams know the value of customizing their inbox layouts for maximum productivity and visibility over inbound queries. While each email platform offers its own blend of customization options, these are some of the main ways in which you could leverage customization to drive email productivity within your teams:

• Create Folders / Labels: Set up folders or labels for different types of emails, such as “Urgent,” “Follow-up,” “Pending,” “Resolved,” and “Sales Leads.” This helps in quickly categorizing and locating emails.
• Color Coding: Use color-coded labels to differentiate between various categories of emails at a glance.
• Priority Inbox: Configure the inbox to show important and unread emails at the top. Platforms like Gmail and Outlook offer priority inbox settings to automatically sort important emails.
• Email Filters / Rules: Set up rules to automatically filter incoming emails into specific folders or labels based on criteria such as sender, subject line, or keywords.
• Custom Views: Use a split view layout to see the email list on one side and the selected email on the other. This allows for quicker navigation and response.
• Pinned / Starred Messages: Pin critical emails to the top of the inbox to ensure they are always easily accessible, and use stars or flags to mark emails that require immediate attention or follow-up.
• Integrations: Utilize third-party apps like timetoreply that add functionality such as email tracking, scheduling, and analytics.

Establishing clear email Policies

The next step toward maximizing email productivity within customer-facing teams is to establish clear email policies. These policies should cover aspects such as personal vs professional email use, and email response times.

Personal vs Professional Emails: Distinguishing between personal and professional email use is crucial for customer-facing professionals to maintain productivity, ensure professionalism, and protect sensitive information. Customer-facing professionals should maintain separate email accounts for work and personal purposes to prevent personal emails cluttering their professional inboxes. A personal email account that is not linked to any professional activities is essential to distinguish between their personal and professional communication.

Email Response Times: Teams should also set email response time benchmarks to ensure timely responses to inbound customer emails. Implement a system to identify and prioritize urgent customer inquiries, allowing your team to address critical issues promptly. And leverage specialized email response time tracking software, ensuring you unlock fast email reply value at every touchpoint.

Efficient email practices

Managing your inbox

One of the great ambitions for customer-facing professionals dealing with growing volumes of inbound mails is achieving Inbox Zero. “Inbox Zero” is a rigorous email management strategy aimed at keeping the inbox empty, or nearly empty. The term was coined by productivity expert Merlin Mann, who emphasizes the importance of managing email efficiently to reduce stress and increase productivity.

Inbox Zero offers several benefits, including:

Reduced Stress: Maintaining an empty or near-empty inbox reduces the stress associated with managing a large volume of emails.

Greater Productivity: By dealing with each email promptly and efficiently, customer-facing teams can spend more time on high-value tasks.

More Focus: With fewer emails vying for attention, it’s easier to focus on important tasks without constant distractions.

Better Organization: Categorizing and organizing emails ensures that important information is easily accessible when needed.

However, it’s worth noting that “Inbox Zero” is not about keeping the inbox empty at all times but rather about having a systematic approach to email management that prevents email overload and helps maintain focus and productivity.

Effective email sorting techniques

Customer-facing teams can apply some common email sorting techniques to bring them closer to Inbox Zero and improve their email productivity, including:

• Creating specific folders for different categories of emails, such as “Customer Inquiries”, “Support Tickets”, “Sales Leads” and “Follow-Ups”.
• Using labels for quick identification and filtering of emails. 
• Setting rules for automatic sorting of inbound emails.
• Flagging important emails with keywords that highlight which ones need immediate attention.
• Configuring your inbox to prioritize and display important emails at the top.
• Using stars or flags to market important emails that require immediate attention. Some email platforms allow different color flags to signify different actions or levels of importance.
• Enabling threaded or conversation view to group related emails together, making it easier to follow the context of conversations.
• Setting reminders to follow-up on emails that require action at a later time to ensure no queries slip through the cracks.
• Using the ‘focused inbox’ feature that is available in some email clients to automatically separate important emails from less important ones. 
• Using search folders or smart folders that automatically populate with emails that meet specific search criteria, for example all unread emails from the past 24 hours.

Writing Productive Emails

Writing excellent emails can drive greater email productivity and deliver a consistently excellent customer experience. It’s not rocket science, but there is an art to it. 

Here are some top tips for crafting clear and concise emails:

1. Use a Clear Subject Line: Make the subject specific and informative, indicating the main point of the email.
2. Be Brief and to the Point: Keep the email concise by focusing on the main message. Avoid unnecessary details.
3. Use Simple Language: Write in plain language and avoid jargon or complex terms. Aim for clarity.
4. Structure Your Email: Use short paragraphs, bullet points, or numbered lists to make the email easy to read.
5. State Your Purpose Early: Begin with the main point or purpose of the email to grab the reader’s attention.
6. Include a Call to Action: Clearly state what you want the recipient to do next, whether it’s responding, providing information, or completing a task.
7. Be Polite and Professional: Use courteous language and maintain a professional tone throughout the email.
8. Proofread Before Sending: Check for spelling, grammar, and punctuation errors to ensure professionalism.

Email Templates for Common Responses

You should also make use of email templates for common responses to customer queries to cut down on time and maintain consistent quality of response. Here are some of our favorite email response templates – feel free to use in your teams] ! 

Prioritizing and scheduling emails

Categorizing emails by importance is essential for customer-facing teams that want to maintain high levels of email productivity. By applying labels to inbound mails – such as ‘Urgent’, ‘Follow-Up’, ‘Pending’, or ‘Resolved’ – customer-facing teams can quickly attend to the most important emails while also ensuring that no important email goes unanswered.

Some teams may also want to use automation to quickly filter emails based on their importance, who sent the email (for example, a high-value customer), and the nature of the email, whether it’s a complaint, query, sales lead or other.

Folders and labels are essential tools here. By dividing emails by categories such as “Customer Inquiries,” “Support Tickets,” “Follow-Ups,” “Sales Leads,” and “Internal Communications”, teams can more easily find important information about specific email conversations. 

Setting Up Email Scheduling

Another powerful tool for customer-facing teams is email scheduling. Email scheduling offers benefits such as timely responses, workload management, improved customer experience, enhanced efficiency, global coordination, and better performance tracking. By leveraging email scheduling, customer service teams can ensure more effective communication, leading to higher customer satisfaction and more streamlined operations.

Some tips for effective email scheduling include:

• Optimize Your Send Times: Schedule emails to be sent at times when customers are most likely to read them, ensuring timely communication and higher engagement rates.
• Schedule Follow-Up Reminders: Automatically schedule follow-up emails to ensure ongoing issues are addressed without delay.
• Stagger Email Sending: Distribute the workload evenly by scheduling emails to be sent at different times, preventing a flood of responses and allowing for more manageable workloads.
• Always Personalize Your Mails: Use scheduling to time personalized emails for events like birthdays, anniversaries, or special offers, enhancing customer satisfaction and loyalty.
• Leverage Automation: Utilize scheduling tools to automate routine communications, freeing up time for customer service representatives to handle more complex inquiries.
• Track Your Email Performance: Track open rates and engagement metrics to determine the best times to schedule emails for maximum effectiveness, and use data from scheduled email performance to adjust and refine communication strategies for better results.

Leveraging email tools and technologies

The best customer-facing teams leverage tools and technologies to improve their email productivity and drive higher levels of performance and service quality. Here are our go-to tips for using automation, productivity tools and advanced email features:

Email Automation

Setting Up Auto-Responses:

• • Immediate Acknowledgement: Automatically send replies to let customers know their email has been received and is being processed, improving their experience. This reassures customers that their inquiry is being handled, reducing anxiety and potential follow-up emails.

Utilizing Email Scheduling Tools:

• • Optimal Timing: Schedule emails to be sent at times when recipients are most likely to engage, increasing open and response rates. Sending emails at the right time ensures better visibility and responsiveness from recipients.
  • Workload Management: Plan and distribute emails throughout the day to manage workload efficiently. This helps in preventing burnout and ensures a steady workflow for the team.

Integrating Email with Other Productivity Tools

Connecting Email to Task Management Apps:

• • Seamless Workflow: Convert emails into tasks or to-do items directly within your task management app, ensuring important emails are tracked and followed up. This integration prevents important tasks from falling through the cracks and keeps the team organized.
  • Improved Organization: Centralize tasks and emails in one place for better organization and tracking. It streamlines processes and saves time by consolidating tools.

Using Calendar Integration for Email Management:

• • Schedule Follow-Ups: Link emails to calendar events to schedule follow-up actions or meetings, ensuring timely responses and actions. This helps in maintaining a reliable and professional communication timeline with clients.
  • Efficient Planning: Automatically add events from emails to your calendar to stay organized and on top of your schedule. It enhances time management and ensures that no important dates or deadlines are missed.

Advanced Email Features

Implementing Email Filters and Rules:

• • Automated Sorting: Automatically sort and categorize incoming emails based on sender, keywords, or other criteria, reducing clutter and highlighting important messages. This increases efficiency by minimizing the time spent manually sorting emails.
  • Prioritize Effectively: Use rules to flag high-priority emails, ensuring they are addressed promptly. Prioritizing important emails ensures critical issues are resolved quickly, improving customer satisfaction.

Using Email Analytics to Track Productivity:

• • Measure Performance: Track metrics such as response times, email volumes, and engagement rates to assess productivity and identify areas for improvement. Analytics provide actionable insights that can drive performance enhancements and operational efficiency.
  • Data-Driven Decisions: Use insights from analytics to optimize email practices and improve overall efficiency. Making informed decisions based on data leads to better resource allocation and strategic planning.

Avoiding email overload

One of the biggest dangers for customer-facing teams is the prospect of email overload. With email volumes at an all-time high – the average office worker received 121 emails every single day – and heightened customer expectations for speedy service, customer-facing teams are under near-constant pressure. 

Taking some of the following steps can limit email overload and protect customer-facing teams from burnout:

Setting Boundaries

 Establishing “No Email” Times:

• • Designated Email-Free Periods: Set specific times during the day when you do not check or respond to emails, such as during deep work sessions or personal time. If you work in a customer-facing team and need to maintain high levels of email responsiveness, consider using an email performance optimization tool that can alert other team members of emails that need attention while you do the deep work. 

 Managing Email Notifications:

• • Control Alerts: Customize email notifications to reduce interruptions, such as turning off non-essential alerts and setting priority notifications for urgent emails. Email productivity tools such as timetoreply can also automate this while still alerting fellow team members of emails that need urgent attention, reducing stress on you without compromising on the customer experience. 

Delegating Email Tasks

 Sharing Inbox Responsibilities:

• • Team Collaboration: Distribute email management duties among team members to ensure that the inbox is consistently monitored and managed without overburdening any single person. Here, an email performance optimization tool can be indispensable as you can set automated alerts and custom SLA thresholds to ensure every email gets the timely attention it deserves. Such tools also offer valuable analytics insights that can improve email management and the distribution of email-related tasks to reduce burnout and enhance customer-facing team efficiency.

 Using Virtual Assistants for Email Management:

• • Automated Assistance: Employ virtual assistants or AI tools to handle routine email tasks such as sorting, filtering, and drafting responses. Free up further time by making use of templates that allow you to focus on higher-value activities without compromising on the quality of your emails. 

By setting clear boundaries and effectively delegating email tasks, customer-facing teams can significantly reduce email overload, maintain better focus, and improve overall productivity and well-being.

Security and privacy

Security and privacy are critical for email productivity. Email is the number one vector for cyberattacks, and any breaches can lead to data loss, financial damage, regulatory penalties and, most importantly, a sudden loss in trust with customers. Keeping your email environment secure and private ensures that sensitive information is protected and safeguards your customer data – and your reputation. Here are some basic tips for email security and privacy:

Tips for Protecting Your Email

 Implementing Two-Factor Authentication (2FA):

• • Enhanced Security: Require an additional verification step, such as a code sent to your phone, when logging into your email account. This provides an extra layer of security, making it much harder for unauthorized users to gain access.

 Recognizing and Avoiding Phishing Scams:

• • Email Vigilance: Be cautious of suspicious emails asking for personal information or containing unusual links or attachments. A single mis-click on a malicious link or infected attachment can lead to significant security breaches and data theft, disrupting email productivity and harming your reputation – and your revenue.

Maintaining Privacy

Using Encryption for Sensitive Information:

Data Protection: Use encryption tools to secure sensitive information within emails, making it unreadable to unauthorized parties. This way information remains confidential and secure even if emails are intercepted.

Four Best Practices for Email Confidentiality:

•  Access Control: Create strong passwords that are difficult to guess and use different passwords for different accounts to reduce the risk of unauthorized access. 

• Stay Protected: Keep your email client and security software up-to-date to protect against vulnerabilities and exploits – outdated software is a gateway for cyberattacks. 

3. Be Cautious with Email Forwarding:

• Control Information Flow: Avoid forwarding sensitive information without proper consideration and remove unnecessary recipients. 

4. Limit Personal Information:

• Minimize Exposure: Avoid sharing excessive personal information via email and be mindful of the content you send. 

Developing Email Habits

Healthy habits are essential to maintaining high levels of email productivity within customer-facing teams. Aristotle’s advice about habits is just as relevant today as when he first shared it more than 2000 years ago: “We are what we repeatedly do. Excellence, then, is not an act, but a habit.”

Let’s look at some useful habits that can improve your and your team’s email productivity:

Building a Healthy Routine

 Setting Daily Email Check Times:

• • Consistent Schedule: Establish specific times during the day to check and respond to emails, such as first thing in the morning, after lunch, and before the end of the workday. This minimises unwanted distractions and allows for focused work. For customer-facing teams that have to keep the pulse on their inbound mails, the use of email productivity software helps to ensure every team member is working productively and that email load is spread optimally throughout the team, reducing bottlenecks and speeding up email reply times.

 Creating a Process for Unsubscribing:

• • Email Cleanup: Keep your inbox clean, whether it’s a single inbox or a shared team mailbox. Regularly review and unsubscribe from newsletters and promotional emails that are no longer relevant. Declutter as often as you can to ensure you can focus on important emails without being flooded by spam. 

Strive for Continuous Improvement

 Regularly Reviewing Email Productivity:

• • Leverage Data: Periodically evaluate how well your current email management practices are working by reviewing metrics such as reply times and email volume. Implement email productivity software to automatically keep track of a range of useful metric, set benchmarks and custom SLAs, and continuously drive higher levels of email performance. 

 Adjusting Strategies Based on Performance:

• • Adapt Dynamically: Modify your email management strategies based on the insights gained from your email productivity solution – such as timetoreply – and regularly review your best-practices to ensure optimal email productivity. 

Summary

So, what do we know about the importance of email productivity and the steps we can take to improve?

• First, email productivity is essential to every customer-facing team.
• Second, thanks to our busy lives, we’re receiving unprecedented levels of email communication.
• If you are in a team or business where fast reply times, high levels of responsiveness, and great customer experiences are important, you’ll need to up your email game.
• Good email habits come down to a few simple aspects: clear email policies, good organizational skills, and the use of email performance optimization tools that can automate and accelerate email responsiveness.
• The most productive customer-facing teams also leverage templates to speed up responses, maintain good security and privacy practices, and focus on cultivating healthy email habits. 

By implementing these changes and using technology to track, measure and analyze email performance across their customer-facing operations, companies can drive continuous improvement in their customer experiences. 

This leads to happier customers, greater retention, improved revenue and positive long-term growth.

If you’d like to know more about the power of email performance optimization software for customer-facing teams, head over to timetoreply’s dedicated content hub for a range of expert insights, best practices, templates and tools that can help you win the hearts and minds of customers.

Signed

Howard Moodycliffe

CEO: timetoreply

FAQs

What is the best way to achieve Inbox Zero?

Achieving Inbox Zero requires a disciplined approach that leverages best-practices and technology to ease the burden on customer-facing teams’ overflowing inboxes. When dealing with email, consider using the 4D approach, which involves:

1. Delete: Immediately delete or archive emails that don’t require action or reference.
2. Delegate: Forward emails to appropriate team members if they are better suited to handle them.
3. Defer: If an email requires more time to respond, defer it by scheduling a follow-up time or adding it to a to-do list.
4. Do: Handle any email that can be responded to quickly (in two minutes or less) right away.

In addition, use filters and labels to sort incoming emails into categories, maintain inbox hygiene by unsubscribing from unwanted newsletters and promotional mails, and regularly review and adjust your email management strategies based on performance and productivity insights. Here, an email performance optimization tool can provide invaluable automation and analytics to push your email productivity to new heights.

How often should I check my email?

Set specific times during the day for checking email to free you up for deeper work. If you’re in a customer-facing role where reply times are important, consider making use of email productivity software to alert you to important emails or even help distribute email-related workload more evenly across your team. This ensures you get to focus on the important work without compromising on your customer experience.

What tools can help automate my email management?

There are several tools that can help teams and individuals automate and optimize their email performance to drive higher levels of email productivity. See our recent blog on the best email analytics tools for customer-facing teams, and don’t miss our handy guides on

 the best tools to improve your email response time, Gmail analytics best practices and tips, and the best Outlook email analytics tools for customer-facing teams.

How can I ensure my email practices are secure?

Email is the number one vector for cyberattacks so it’s vital that you keep your email communication secure. Implementing security software to protect against malware, ransomware and phishing is vital, as is two-factor authentication. Stay vigilant and avoid disclosing personal information or clicking on malicious or infected links or files. Other ways to keep email secure include strong passwords, updated software, end-user training and a generally skeptical view of email requests for information.

What are some tips for writing more effective emails?

Writing effective emails is critical for any customer-facing professional. Our top tips for improving the effectiveness of your emails include: using a clear subject line, being brief and to-the-point, using simple, clear language and avoiding jargon, structuring the email for readability by using short paragraphs, bullet points and lists, stating the purpose of the email upfront, including a call to action to ensure the recipient understands what is required of them, being polite and professional at all times, and proofreading and spell-checking before sending. You can also see our tips for improving email communication skills in customer-facing teams.§