Question: I need a solution to track email response times and set service level agreement goals for my customer support team.

If you want a more complete tool to measure email response times and set service level agreement targets for your customer support team, EmailAnalytics is a good option. The tool connects to Gmail and Outlook to offer detailed analysis of email activity. It's got features like response time tracking, SLA tracking and team management that can help you improve productivity and customer satisfaction. EmailAnalytics offers a 14-day free trial and two pricing plans, so it's got a low barrier to entry for small teams.

Another option is Zoho Desk, an omnichannel help desk software that comes with service level agreements (SLAs) and built-in analytics to measure customer service performance. It spans multiple communication channels and can integrate with more than 200 third-party apps, so you can have a single hub for customer interactions. Zoho Desk offers a 15-day free trial, so you can try it out without a long-term commitment.

If you prefer an AI-infused approach, check out Help Scout. The tool automates mundane tasks and simplifies communication so your support team can focus on more complex interactions. Help Scout has AI Drafts, AI Answers and AI Summarize to speed up resolution times and improve productivity. It's designed to be easy to set up and use, with an interface that's easy to learn.

Last, Helpshift has a full suite of AI-powered tools to improve customer support. That includes AI-powered article recommendations, immediate support options and real-time dashboards to monitor performance. Helpshift's analytics and reporting tools let you understand what customers and agents are doing so you can better optimize response times and overall service quality.