timetoreply Reviews & Product Details

I like the layout of the timetoreply website. It's easy to navigate and simple enough that I can easily train other employees on how to use it. The website's ease just makes it simple to pick up training. Review collected by and hosted on G2.com.

Sometimes the site is slow, but that could just be my Internet. I'm not sure if it's the site or just my connection. When blocking out employee vacation time, that's when I experienced the slowness. Review collected by and hosted on G2.com.

An easily accessible dashboard that provides real-time information. The new AI capabilities also help us stay ahead of problems. Review collected by and hosted on G2.com.

Some of the metrics don’t really apply to what we do, and they can end up muddying the water. Review collected by and hosted on G2.com.

We are a very process and metric-driven business. In order to improve our service levels and response times to customers, we needed a way to measure responsiveness across our supply chain, internal departments, and ultimately with our customers. timetoreply Success has enabled us to measure the response time performance of the following:

1. Each account manager's response times to their customer base and to new leads.

2. The response times we are getting from our numerous suppliers that has enabled us to show them the data and get them to commit to providing our account managers and processing department with more responsive service. As an example, our one supplier responds to us on average within 45min (SLA breach percentage of 5%) whereas another large supplier takes 6h30min on average (SLA breach percentage of 50%+)... the service levels between the two are wildly different and this impacts our lead times to customers.

3. Measure the response times between internal departments, for example how long does our branding department take to respond to each account manager and how do the individuals in the branding department compare against one another. One designer responds in 12 minutes on average whereas the other design takes just less than 1 hour on average. Wherever we noticed a difference we saw an opportunity to improve performance and improve operational efficiencies.

4. And finally it has also helped us understand workloads and when we need to hire additional people. In our processing department, for example, some of our processing staff handle 2/3rds of the workload that others manage to achieve. This information is important when we have performance reviews and remuneration discussions.

Customer support is knowledgeable and helpful. In terms of ease of use, the more familiar you become with the software the more powerful it becomes. It is very easy to implement initially. To get the whole system configured to extract all the value takes slightly longer. Review collected by and hosted on G2.com.

I would love for it to integrate into OrderMation (our processing software), but understand it is a niche bit of software so we will use the timetoreply API to integrate instead. We want to people to keep our contact groups updated in real-time so that we can run reports per account manager against the accounts they own to see how they are responding. Review collected by and hosted on G2.com.

It's super easy to use and gives great visibility into email usage. Having the ability to measure how many emails are being sent/received and how quickly people are responding, has helped our company get more granular on individual performance and metrics, and has also helped us identify where some people may need help and where some people might not be putting in enough effort. Review collected by and hosted on G2.com.

The only thing I would say that I dislike about it, is sometimes the data changes. For example, at the beginning of the month, I'll pull a report on last months data, and the Total Emails Received will be one number, but if I end up pulling that same month's data again a few days later, the Total Emails Received will be a couple/few numbers off from the last time I pulled it, often times with MORE records. That month has ended, how did MORE emails get received within that month? Since it's usually only by a few emails/records, we mostly ignore it, but it still bothers ME who is focused and in charge of data accuracy. What I have implemented as a workaround, is I download the report after a month ends (really handy to be able to download the reports!) and then we reference that downloaded file for ALL metrics for that Month, so it's consistent. Instead of viewing/pulling that month again in Time to Reply directly. Review collected by and hosted on G2.com.

TTR provides us good visibility into our team's responsiveness to clients. Ensure we adhere to SLAs. Review collected by and hosted on G2.com.

It's a separate system we must maintain, so as schedules change, etc. we have to maintain this too. It's not integrated with our other tools. Review collected by and hosted on G2.com.

I manage a team of inside sales associates who manage assigned territories. This tool allows me to track workload across the team and re-balance if needed. In addition, it allows us to track a 2 hour or less response time with our customers which is important in our industry. The customer service at TTR has been tremendous. They always respond quickly and with answers. Highly recommend. Review collected by and hosted on G2.com.

It can be discouraging to some employees. It's all about how you manage it though. Review collected by and hosted on G2.com.