Time to Review

We wanted the confidence that a data-driven approach can provide to assess and coach our client-facing team members' communication habits.

Pros

It offers the privacy that individual users need/appreciate while still giving insight into communication performance for both internal and external clients.

Cons

I'm not sure that we have a Con to speak to as of yet (we are still relatively new to using it).

Email Reporting that Works

I enjoy the simplicity of the product and how quickly I was able to configure and deploy for my team. In addition, the Support team has been great about addressing any issues that have arisen.

Pros

The fact that I can setup filters that identify email volume and interactions from specific clients.

Cons

The reporting functionality limits the date range of data that you can analyze at one time. Since I do annual reporting, I have to combine data outside of TTR for those lengthy reports.

Great software but comes with a price

Pros

It's functionality and ability to drill down into data without being overly complicated and still relatively easy to use.

Cons

The time taken to upload the emails for each person and the authentication process can be a bit slow. However, both of these are basically one-off problems.

Must have for email metrics

The support given was super - [SENSITIVE CONTENT HIDDEN] you rock!

Pros

Easy to use, quick set up and friendly display of data.

Cons

Nothing was difficult or hard to use. I had to spend some time to determine what filters need to be applied, but that didn't take too long.

A niche product that could be widely used

Early on I got the impression that this software was in its early stages, however the company handled all critiques and answered many of our requests very quickly. The trial period was excellent, allowing us to vet the software before purchase. The price is right for our organization, and their support (one of my most important considerations when choosing a vendor) is the gold standard of responsiveness, knowledge of their software, and friendliness.

Pros

This product works as advertised and allows us to see how quickly our various customer facing groups respond to requests made of them. Honestly, a feature that should be baked right in to our email provider, but sadly is not. The customer service is above and beyond excellent. I'm amazed such a small company can be as agile and responsive to customer needs as these folks can. A true testament to the power of cloud offerings. License model is based on data ingest (monitored mail accounts) not number of readers. This allows us to give all team members access that need it, to reports on shared accounts without driving up the cost. The visual presentation / dashboarding is nice.

Cons

We uncovered a few security issues early on with the software, all of which were patched within a week of our bringing it to TTR's attention. The interface is not as intuitive as it could be, nor is the company setup. Some features are missing like per-mailbox "open hours" which can as of now only be set at the company level, and static dashboarding for our bill-board type displays in our call center.