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| Thread ID: 100776 | 2009-06-20 03:05:00 | Benchmarking email responses | chiefnz (545) | Press F1 |
| Post ID | Timestamp | Content | User | ||
| 783890 | 2009-06-20 03:05:00 | I'm trying to find a way to benchmark responses to emails. I basically want to measure the time difference between when an email is received and when a response is sent for that same email. We have 4 users who all have access to a general enquiries email account. They all have full mailbox access to this account so they have the ability to send emails on behalf of the generic email account. Essentially, I want to be able to see what the time delay is between receipt and response to an email and which user responded to that email. This way I can benchmark how long our customers are waiting for a response and if it is outside what we want I can work on how to improve our response times to enhance customer service. We are using Exchange Server 2007 and MS Outlook 2003 clients Does anyone have an idea as to how this can be achieved? Thanks in advance. |
chiefnz (545) | ||
| 783891 | 2009-06-20 05:40:00 | I sometimes use Google Analytics to append a tracking code to a link within the email when sent (called a campaign) - but this method generally requires tracking code to be embedded with a associated web site for overall tracking stats. It provides stats (or you configure the stats). Not sure if it includes what you want - as there are many stats features. You could try to append a hidden stats counter within your email. Both methods are explained at digital inspiration (labnol.blogspot.com). |
kahawai chaser (3545) | ||
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