All timetoreply Reviews
1-25 of 41 Reviews
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Alex
Marketing and Advertising, 51-200 employees
Used weekly for less than 6 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed 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.
PROSIt offers the privacy that individual users need/appreciate while still giving insight into communication performance for both internal and external clients.
CONSI'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.
Vendor Response
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
Replied February 2020
Daniel
Machinery, 51-200 employees
Used less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed 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.
PROSThis 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.
CONSWe 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.
Reason 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.
Vendor Response
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
Replied February 2021
John
Accounting, 11-50 employees
Used weekly for less than 12 months
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
1
CUSTOMER SUPPORT
3
FUNCTIONALITY
3
Reviewed February 2021
timetoreply Review
Report are good, great to navigate and we'll laid out
CONSNeed to differentiate between roles more
Reason for choosing timetoreply
No idea
Vendor Response
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
Replied February 2021
Breanna
Human Resources, 51-200 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
3
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed January 2024
Helpful tool for tracking email metrics
It's oddly difficult to find tools that will track email metrics for Outlook - Time to Reply was the solution we needed to better monitor our SLAs.
CONSIt's costly for what it does, in my opinion.
Bryce
Telecommunications, 201-500 employees
Used weekly for less than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed 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.
PROSWe 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.
CONSIt's very standalone. I wish that I had the ability to better integrate with other reports.
Reason 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.
Vendor Response
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
Replied February 2021
Paul
Computer Software, 1,001-5,000 employees
Used monthly for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed 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.
PROSThe fact that I can setup filters that identify email volume and interactions from specific clients.
CONSThe 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.
Reason 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.
Vendor Response
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
Replied February 2020
Jill
Insurance, 201-500 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed 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.
PROSInsight 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
CONSFollowing 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.
Vendor Response
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
Replied February 2021
Jacob
Mechanical or Industrial Engineering, 51-200 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
3
Reviewed February 2021
Fantastic insights into email traffic
Great visibility and data on email traffic.
PROSI love the ability to see how quickly we're responding to customers, the email volumes, and the ability to filter internal/external.
CONSWhy 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.
Vendor Response
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
Replied February 2021
Paweł
Paper & Forest Products, 5,001-10,000 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed February 2021
Great tool to understand mail inflow and trends
- complex overview of process flows - helps to understand the trends - helps to manage workload
CONSthere are no aspect which are not beneficial for me.
Vendor Response
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
Replied February 2021
Mark
Food & Beverages, 11-50 employees
Used weekly for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed February 2020
Exactly what we need
Easy to use and affordable. Good customer support. We measure email response time and this does that perfectly
CONSOn occasion it hasn't worked for us and we've had to get help with updates.
Vendor Response
Hi Mark Thank you for the review. We really appreciate your feedback. Best, Dane
Replied February 2020
Tim
Sporting Goods, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
3
Reviewed February 2020
Good Product to Track Email Response with Fast Use Setup
Very easy to setup. You can setup a user within a few minutes and start collecting data on the users email response time. Very easy to navigate and reporting is very clear and easy to ready.
CONSSupport is very responsive at first, but if the issue isn't resolved in first response it has sometimes been difficult to get further help from support in resolving the issue and you have to reach out multiple times to get help.
Vendor Response
Hi Tim Thank you for the review. We'll be sure to up our game with support. We've been innundated with over the past few months but we have hired more staff and will be providing top-level support once again. You gave us 3/5 for features/functionality, what features/functionality would you like to see in our product going forward? Best, Dane
Replied February 2020
Tonee
Transportation/Trucking/Railroad, 201-500 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
3
CUSTOMER SUPPORT
4
FUNCTIONALITY
3
Reviewed March 2023
Fairly New User still learning features
So far it has been good. I would feel better if I reviewed down the line a little when I have learned of more features. This may or may not change some of my rankings.
PROSI really like the first reply data, the monitoring of the different team and the assistance of [sensitive content hidden] when I need help. It is not hey we have you locked in your on your own, the help is there if you need it.
CONSSometimes the replies from the chat take to long. Some of the charts or graphs are not the easiest to read or have the best looking designs. The inability to change some data that is provided or how it is provided. I do not like that the historical data is not stored within the system if you have turnover. Although I do understand how much storage space it could possibly use.
nick
Automotive, 501-1,000 employees
Used weekly for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed February 2021
great when its working with stats to drive improvement. can sometimes take some time for updates and enhancements to meet your needs
PROSWe 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.
CONSset up are sometimes not clear but [SENSITIVE CONTENT HIDDEN] in the support team is fantastic when you need some guidance.
Vendor Response
Hi Nick, Thanks for your review. We appreciate the feedback. Team timetoreply
Replied February 2021
Kelly
Telecommunications, 51-200 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed February 2021
Great e-mail reporting tool
Any time we have had to reach out to support they have been quick to respond or get back to you and resolve the issue.
PROSI like that I can pull the team and see their e-mail stats as well as the e-mail productivity. I like that we can view the response times to different select groups if needed as well.
CONSThere is nothing I can report about the software that I have an issue with at this time. All is working the way I need it to.
Vendor Response
Hi Kelly, Thanks for the great review! The team loved it. Best, Team timetoreply
Replied February 2021
Brian
Consumer Services, 201-500 employees
Used weekly for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed February 2020
Time To Reply
Being in the service industry, we are required to meet certain SLA's for our clients, Time To Reply has helped us to ensure that we are providing the best possible service and meeting the SLA's.
PROSTime to reply is fairly easy to setup and to use. The broadcast reporting options work great for our managers who don't have the time to log into a software tool each time they need a report, instead they set their report requirements once and they are done!
CONSOur experience with Time To Reply has been good and therefore we do not have any cons to speak of.
Vendor Response
Hi Brian Thank you for taking the time to leave a review. Best,
Replied February 2020
Jennifer
Information Technology and Services, 201-500 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed March 2019
PBS Systems
Fantastic. This software has offered us the opportunity to ensure our clients are getting the customer service we promise!
PROSSet-up and execution are super easy. Platform is user friendly, which helps so I am not training Managers on how to use.
CONSHaving 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.
Frankie
Financial Services, 501-1,000 employees
Used weekly for less than 12 months
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed February 2021
Review of Time to Reply Software
I love the ease and functionality of pulling data into PDF software to share metrics with management and my staff.
CONSIt may exist and I just don't know how to find it, but would love a feature that even if you select a date range, it can give you the metrics for that date range as well as the daily range. example: I need to run metrics from Jan 1 to Jan 31, however, in that month, I'd like to also look at the daily metrics to see what were peak days for that month's reporting.
Vendor Response
Hi Frankie, Thanks for the great review! We appreciate your feedback on being able to split the data by day in some of our reports. Definitely, something for our product team to think about. Best, Team timetoreply
Replied February 2021
Ryan
Insurance, 201-500 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
3
Reviewed February 2021
Great Service
Very insightful results. Most pleased with the support and additional features.
CONSA few Issues with shared group mailboxes
Vendor Response
Hi Ryan, Thanks for your review. If you're still having trouble configuring your group mailboxes, please get in touch with our support team via email or live chat. They'd love to help. Best, Team timetoreply
Replied February 2021
David
Maritime, 51-200 employees
Used weekly for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
FUNCTIONALITY
4
Reviewed May 2023
Timetoreply is helpful!
We want to acknowledge our customers quickly and this product gives us good visibility into how we are doing!
CONSUnderstanding some of the functionality on the website was not intuitive, but eventually we got there.
Ashley
Financial Services, 11-50 employees
Used less than 12 months
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed February 2021
Great For Data Retention
I could see all the data I needed daily on one screen
CONSSometimes it wouldn't work for weeks. I would get zeros on all my data and have to call someone to get it fixed.
Reason for choosing timetoreply
It has all the features I needed to do data mining on my business.
Vendor Response
Hi Ashley, We're sorry to hear that you had periods of time where your reports were not up to date. We usually recommend contacting our support team via live chat on our site as soon as you see something you're unsure of. They're pretty good at responding as soon as they possibly can. Aside from the technical difficulties, we're glad that you're experience with timetoreply still led to such a positive rating. We appreciate it. Team timetoreply
Replied February 2021
Mariaelena
Mechanical or Industrial Engineering, 51-200 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed February 2020
Time To Reply
Valuable
PROSThe Program Was Reliable And Real Time Info
CONSI Found It Useful and Served It's Purpose
Reason for choosing timetoreply
Was Recommended
Vendor Response
H Mariaelena, Thank you for the review! Best, Dane
Replied February 2020
Trevor
Real Estate, 11-50 employees
Used weekly for less than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed March 2023
Easy to use
Quick easy way to keep tabs on my sales people's response times
CONSNothing it does what it's supposed to
Vendor Response
Thank you, Trevor. We're happy to see that you've found our software easy to use. That's exactly what we're aiming for! Best, Team timetoreply
Replied March 2023
Tyson
Education Management, 201-500 employees
Used weekly for less than 12 months
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
FUNCTIONALITY
4
Reviewed February 2020
TimeToReply Met a Need
It helps me keep track of customer service email accounts and ensure that our customers are receiving a timely reply from us.
CONSIt took some time and effort to understand the meaning of some of the terms used in the reports. It would be great for it to be a little more intuitive.
Vendor Response
Hey Tyson, Thank you for the review. We've passed your comments on to our product team so that we can make the terms more intuitive for our users. Best, Dane
Replied February 2020
Fraidy
Real Estate, 11-50 employees
Used monthly for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed February 2020
Great Software to Motivate Employees
Encouraging our employees to respond to emails in a timely manner. We motivate them by having a monthly contest on overall response time. The employee with the best time, gets a reward. Our customer feedback ratings have greatly improved since we implemented this project.
PROSDifferent ways of tracking response time - I like the different features.
CONSThe software design can use improvement - thanks.
Vendor Response
Hi Fraidy Thank you for the review! We're glad to hear that you are getting value from our product and that your customer feedback ratings have improved. We'd love to hear how you believe we can improve the software design. Please feel free to respond to us so that we can give your feedback to our product team. Best, Dane
Replied February 2020
Uldine
Insurance, 201-500 employees
Used daily for less than 6 months
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
3
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed February 2021
review time to reply
daily logs and the conversation logs. reports at the end of the month.
CONSstill getting to know the system. but for now we have what we need.
Vendor Response
Hi Uldine, Thanks for the review! If you'd like to learn more about our reports or how they work, feel free to take a look at our video tutorials and knowledgebase on our site. Best, Team timetoreply
Replied February 2021