Koltrix
Team inbox
Team inbox metrics worth tracking, and the ones to ignore
Which shared inbox numbers tell you something real, which ones mislead, and how each can be gamed. A decision table for small teams measuring email work.
4 min read
DeliverabilityFive deliverability metrics worth alerting on
Skip vanity numbers. Alert on deferral rate, hard bounce rate, complaint rate, authentication failures and delivery latency, with sensible thresholds.
5 min read
Customer supportMeasuring customer satisfaction in email support
How to measure satisfaction with email support: CSAT timing and wording, reading comments, response bias, signals beyond surveys, and keeping pay out of it.
4 min read
StartupsLifecycle Email Metrics That Matter (and Vanity Ones to Drop)
Open rates stopped meaning much once mail clients began prefetching images. The lifecycle email metrics worth tracking instead, email type by email type.
5 min read
- AI & email
Measuring AI triage accuracy in your own inbox
A worked example of testing AI email sorting on your own mail: sample 200 messages, label them by hand, build a confusion matrix and weigh costly errors.
5 min read
Customer supportFirst response time vs resolution time: which to optimize
First response time is easy to game and resolution time is what customers feel. How to define both, measure them honestly, and know when speed really matters.
4 min read
Customer supportEmail SLAs for small support teams: targets you can keep
How a small support team can set email response targets by tier, choose business or calendar hours, publish expectations, and handle the misses honestly.
4 min read