About timetoreply

timetoreply is a remote work solution that helps businesses of all sizes manage employee email response productivity. It allows users to monitor incoming and outgoing emails across all individual or group email accounts.

timetoreply lets businesses set up leaderboards to record activities such as initial/overall reply time, emails sent/received, completion/customer engagement rates and more. It enables users to track response times for web forms based on customer inquiries. Additionally, managers and leaders can generate reports to gain insights into overall staff email productivity, streamlining sales and lead conversion operations.

timetoreply facilitates integration with Mimecast API to facilitate email risk managemen...


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15 Reviews of timetoreply

Average User Ratings

Overall

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Showing 1 - 15 of 15 results

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February 2020

Alex from azpro Group

Company Size: 51-200 employees

Industry: Marketing and Advertising

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

February 2020

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).

Reasons for Switching to timetoreply

We needed the performance detail that was offered by Time to Reply while still maintaining privacy for individual employee and client privacy.

Response from Time To Reply

Replied February 2020

Hi Alex Thank you for the review. Let us know if you think of anything we can add to the product to make your life easier and give you more insights. Best, Dane

February 2020

Daniel from SDI

Company Size: 51-200 employees

Industry: Machinery

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

February 2020

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.

Reasons for Choosing timetoreply

The other products were not as tailored to our specific need, offered a lower level of support, and could not overcome some specific issues within our environment.

Response from Time To Reply

Replied February 2021

Hi Daniel, Thanks for the detailed review. We love all of this constructive feedback. Please keep it coming! We're happy to say that one of the changes we've made since your review is implementing business hours and timezone settings on a 'per mailbox' basis, so that teams working in different timezones always have accurate reporting. Best, Team timetoreply

February 2021

Jacob from STOBER Drives Inc

Company Size: 51-200 employees

Industry: Mechanical or Industrial Engineering

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

3.0

February 2021

Fantastic insights into email traffic

Great visibility and data on email traffic.

Pros

I love the ability to see how quickly we're responding to customers, the email volumes, and the ability to filter internal/external.

Cons

Why only 3 months? Give us longer times so we can trend and create more meaningful data. I was told this was coming months ago. Very frustrating.

Response from Time To Reply

Replied February 2021

Hi Jacob, Thank you for the 5 star rating! It's great to know that you're enjoying tracking your reply times and email volumes. We're sorry to hear that you've been feeling a bit frustrated about the reporting duration available in our reports. Have you had a look at the Trend Report yet? It'll give you up to 12 months of reporting on key reply time and email volume metrics. Feel free to reach out to our support team via email or live chat on our site if you need any help. Best, Team timetoreply

February 2021

John from Icon Accounting

Company Size: 11-50 employees

Industry: Accounting

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

3.0

Value for money

1.0

Customer support

3.0

Functionality

3.0

February 2021

timetoreply Review

Pros

Report are good, great to navigate and we'll laid out

Cons

Need to differentiate between roles more

Reasons for Choosing timetoreply

No idea

Response from Time To Reply

Replied February 2021

Hi John, Thanks for the review. Great to hear that you like the layout and the reporting. We're curious to learn more about the role differentiation you mentioned. Please feel free to get in touch with us via live chat on our site to tell us more. Best, Team timetoreply

February 2021

Bryce from Telarus

Company Size: 201-500 employees

Industry: Telecommunications

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

February 2021

Provides tremendous insight

We've been able to address staffing, general productivity, contingency planning, communication spikes and increases, and more. The software has been incredibly valuable to our organization.

Pros

We were struggling to fully understand the requests coming from our partners and customers. We had an idea but if we could better understand when partners reached out, how they reached out, and how quickly we responded we could drive increased satisfaction. This software helped us to answer all of those questions. It also gave us the ability to see trends for our highest value partners.

Cons

It's very standalone. I wish that I had the ability to better integrate with other reports.

Reasons for Choosing timetoreply

It was the easiest, simplest way to get to the heart of my questions. I needed data that could validate what I was hearing.

Response from Time To Reply

Replied February 2021

Hi Bryce, Thanks for the great review! We're happy to hear that our solutions have helped answer those important questions. Please feel free to share our API documentation with your team. It'll allow you to connect timetoreply to other reporting tools like PowerBI. The documentation is available by navigating to Tools > API. Best, Team timetoreply

February 2020

Paul from Sprinklr

Company Size: 1,001-5,000 employees

Industry: Computer Software

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

February 2020

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.

Reasons for Choosing timetoreply

They don't have the focus around reporting, so I would've had to pay a premium for a service that didn't achieve the reporting needs I had.

Response from Time To Reply

Replied February 2020

Hey Paul Thanks for the review. We'll raise the date range comment to our product team and see if we can help out there to save you having to collate data for your reporting period. Best, Dane

February 2021

Jill from Assuria

Company Size: 201-500 employees

Industry: Insurance

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

4.0

February 2021

Recommended

We are happy with the tool and strive to perfect our services by monitoring that all emails are handled within their KPI's. The support service of TTR is exquisite. They really listen to our needs.

Pros

Insight into production and mailbehaviour on a team and individual level The mailflow with our customers The data of mails per day/ per hour and their status The filters to search for specific emails

Cons

Following feautures would make the app more effective for us: - ability to view more teams at once and compare them ( such as sales teams) - Adding filter " show emails where messages were more than 20" , because I can almost guarantee that something is wrong there - ability to see more data than 3 months e.g. 6 months or a year, because reports are usually (half)yearly. - Being able to mark as complete (outlook function) which signals TTR that it is closed. in this case employees would not have to use the add on.

Response from Time To Reply

Replied February 2021

Hi Jill, Thank you for your great review! We're really happy to hear that our support team is exceeding your expectations. We appreciate the detailed feedback as well. Plenty of food for thought for our product team. We're happy to confirm that our Trend Report will provide reporting data for up to 12 months, and that you can now close conversations using the native 'Mark as Complete' functionality in Outlook. Please keep the feedback coming, we love it! Team timetoreply

February 2021

nick from PBS SYSTEMS

Company Size: 501-1,000 employees

Industry: Automotive

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

5.0

Functionality

4.0

February 2021

EMAIL

great when its working with stats to drive improvement. can sometimes take some time for updates and enhancements to meet your needs

Pros

We are steadily using the feature to depict the amount of emails being answeered by individuals and also how many emails are being answered in the <30 and <60 min categories. the groups took some time to get set up and we still have the main group email having emails registered but overall it breaks the product down and allows you to give feedback to your team on the weekly/month position of your email clients service level.

Cons

set up are sometimes not clear but [SENSITIVE CONTENT HIDDEN] in the support team is fantastic when you need some guidance.

Response from Time To Reply

Replied February 2021

Hi Nick, Thanks for your review. We appreciate the feedback. Team timetoreply

February 2021

Paweł from Storaenso

Company Size: 5,001-10,000 employees

Industry: Paper & Forest Products

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

February 2021

Great tool to understand mail inflow and trends

Pros

- complex overview of process flows - helps to understand the trends - helps to manage workload

Cons

there are no aspect which are not beneficial for me.

Response from Time To Reply

Replied February 2021

Thank you for the fantastic score and great review! We're really happy to hear that you're finding so much value in our reporting solutions. Best, Team timetoreply

February 2020

Mark from Skratch Labs

Company Size: 11-50 employees

Industry: Food & Beverages

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

February 2020

Exactly what we need

Pros

Easy to use and affordable. Good customer support. We measure email response time and this does that perfectly

Cons

On occasion it hasn't worked for us and we've had to get help with updates.

Response from Time To Reply

Replied February 2020

Hi Mark Thank you for the review. We really appreciate your feedback. Best, Dane

March 2019

Jennifer from PBS Systems

Company Size: 201-500 employees

Industry: Information Technology and Services

Time Used: Less than 12 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

March 2019

PBS Systems

Fantastic. This software has offered us the opportunity to ensure our clients are getting the customer service we promise!

Pros

Set-up and execution are super easy. Platform is user friendly, which helps so I am not training Managers on how to use.

Cons

Having to re-authenticate accounts, and not knowing when they need to be re-authenticated, so I am checking daily to make sure they are online.

March 2019

J from Signet

Company Size: 11-50 employees

Industry: Packaging and Containers

Review Source: Capterra


Ease-of-use

4.0

Value for money

3.0

Customer support

5.0

Functionality

5.0

March 2019

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.

Response from Time To Reply

Replied March 2019

Hi Jasper Thank you for your review. We really appreciate it and we'll continue to improve the service to ensure that the ROI is worth it for the price. I'd be happy to offer you a 20% coupon if that would mean the difference of you becoming a customer? Regards Dane

March 2019

Britta from Launchsite Digital

Company Size: 2-10 employees

Industry: Marketing and Advertising

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

March 2019

Great email tracking and analytics tool for increased productivity

Pros

Increased productivity and sales conversions Overveiw of full organization interactions domain level reporting was amazing for our top 10 customers SLA management and reporting Great reports, simple to use

Cons

Could not set agent specific shift hours

Response from Time To Reply

Replied March 2019

Thank you for your review, we're glad you are enjoying our product.

March 2019

jochem from 'tvéloke

Company Size: 2-10 employees

Industry: Sporting Goods

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

March 2019

Perfect programme

we have used it for some time now. the data is always very clear and easy to understand.

Pros

-clear data -easy to use - improvement in sales -low cost

Cons

I really can not think of any negative point.

March 2019

Jason from ContainerPort Group, Inc.

Company Size: 201-500 employees

Industry: Transportation/Trucking/Railroad

Time Used: Less than 6 months

Review Source: Capterra


Ease-of-use

4.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

March 2019

Measure the value of time

It has been a positive experience and gathered valuable information in regards to responding to matters, as well as the volume of e-mails my team encounters

Pros

Ability to measure teams response time in various functions they are responsible for, as well as e-mail volumes.

Cons

Some hurdles validating the data initially.

Response from Time To Reply

Replied March 2019

Hi Jason Thank you for you review. We'll continue to work to improve our onboarding and data ingestion. Regards Dane