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

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

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

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.

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.

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.

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

Need to differentiate between roles more

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.

It's costly for what it does, in my opinion.

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.

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.

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

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.

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

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.

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.

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

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.

Great visibility and data on email traffic.

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

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.

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

there are no aspect which are not beneficial for me.

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

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

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.

Support 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.

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.

I 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.

Sometimes 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.

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

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.

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

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.

I 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.

There 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.

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.

Time 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!

Our experience with Time To Reply has been good and therefore we do not have any cons to speak of.

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

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

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.

I love the ease and functionality of pulling data into PDF software to share metrics with management and my staff.

It 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.

Very insightful results. Most pleased with the support and additional features.

A few Issues with shared group mailboxes

We want to acknowledge our customers quickly and this product gives us good visibility into how we are doing!

Understanding some of the functionality on the website was not intuitive, but eventually we got there.

I could see all the data I needed daily on one screen

Sometimes it wouldn't work for weeks. I would get zeros on all my data and have to call someone to get it fixed.

Valuable

The Program Was Reliable And Real Time Info

I Found It Useful and Served It's Purpose

Quick easy way to keep tabs on my sales people's response times

Nothing it does what it's supposed to

It helps me keep track of customer service email accounts and ensure that our customers are receiving a timely reply from us.

It 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.

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.

Different ways of tracking response time - I like the different features.

The software design can use improvement - thanks.

daily logs and the conversation logs. reports at the end of the month.

still getting to know the system. but for now we have what we need.