timetoreply Features

timetoreply

Email management solution to optimize response rates

4.44/5 (36 reviews)

Competitor Feature Comparison

API
Account Management
Activity Dashboard
Activity Tracking
Ad hoc Reporting
Administrative Reporting
Alerts / Escalation
Alerts/Notifications
Application Management
Appointment Management
Archiving & Retention
Assignment Management
Audit Trail
Authentication
Auto-Responders
Automated Routing
Batch Communications
Benchmarking
CRM
Call Center Management
Call Recording
Canned Responses
Channel Management
Chat/Messaging
Churn Management
Collaboration Tools
Commenting/Notes
Communication Management
Compliance Management
Computer Telephony Integration
Contact Database
Contact Management
Customer Complaint Tracking
Customer Database
Customer Engagement
Customer Segmentation
Customer Service Analytics
Dashboard
Data Import/Export
Data Visualization
Diagnostic Tools
Discussions / Forums
Drag & Drop
Email Alerts
Email Distribution
Email Invitations & Reminders
Email Management
Email Monitoring
Email Response Control
Email Templates
Email Tracking
Employee Time Tracking
Event Triggered Actions
File Sharing
Filtering
Full Text Search
Inbox Management
Incident Management
Interaction Tracking
Issue Tracking
Knowledge Base Management
Knowledge Management
Live Chat
Macros/Templated Responses
Mail Merge
Mailing List Management
Mobile Access
Multi-Channel Communication
Multi-Channel Management
Multiple User Accounts
Negative Feedback Management
Network Monitoring
Performance Management
Performance Metrics
Productivity Analysis
Project Time Tracking
Quality Assurance
Queue Management
Real Time Analytics
Real Time Notifications
Real-Time Chat
Remote Access/Control
Remote Support
Reporting & Statistics
Reporting/Analytics
Response Management
Routing
Rules-Based Workflow
Scheduled / Automated Reports
Scheduling
Search/Filter
Self Service Portal
Service Level Agreement (SLA) Management
Shared Inboxes
Social Media Integration
Social Media Monitoring
Support Ticket Management
Surveys & Feedback
Tagging
Template Management
Third Party Integrations
Transcripts/Chat History
Two-Factor Authentication
Usage Tracking/Analytics
Video Chat
Visual Analytics
Web Forms
Workflow Configuration
Workflow Management
Learn moreCompare App
API
Account Management
Activity Dashboard
Activity Tracking
Ad hoc Reporting
Administrative Reporting
Alerts / Escalation
Alerts/Notifications
Application Management
Appointment Management
Archiving & Retention
Assignment Management
Audit Trail
Authentication
Auto-Responders
Automated Routing
Batch Communications
Benchmarking
CRM
Call Center Management
Call Recording
Canned Responses
Channel Management
Chat/Messaging
Churn Management
Collaboration Tools
Commenting/Notes
Communication Management
Compliance Management
Computer Telephony Integration
Contact Database
Contact Management
Customer Complaint Tracking
Customer Database
Customer Engagement
Customer Segmentation
Customer Service Analytics
Dashboard
Data Import/Export
Data Visualization
Diagnostic Tools
Discussions / Forums
Drag & Drop
Email Alerts
Email Distribution
Email Invitations & Reminders
Email Management
Email Monitoring
Email Response Control
Email Templates
Email Tracking
Employee Time Tracking
Event Triggered Actions
File Sharing
Filtering
Full Text Search
Inbox Management
Incident Management
Interaction Tracking
Issue Tracking
Knowledge Base Management
Knowledge Management
Live Chat
Macros/Templated Responses
Mail Merge
Mailing List Management
Mobile Access
Multi-Channel Communication
Multi-Channel Management
Multiple User Accounts
Negative Feedback Management
Network Monitoring
Performance Management
Performance Metrics
Productivity Analysis
Project Time Tracking
Quality Assurance
Queue Management
Real Time Analytics
Real Time Notifications
Real-Time Chat
Remote Access/Control
Remote Support
Reporting & Statistics
Reporting/Analytics
Response Management
Routing
Rules-Based Workflow
Scheduled / Automated Reports
Scheduling
Search/Filter
Self Service Portal
Service Level Agreement (SLA) Management
Shared Inboxes
Social Media Integration
Social Media Monitoring
Support Ticket Management
Surveys & Feedback
Tagging
Template Management
Third Party Integrations
Transcripts/Chat History
Two-Factor Authentication
Usage Tracking/Analytics
Video Chat
Visual Analytics
Web Forms
Workflow Configuration
Workflow Management
Visit WebsiteCompare App
API
Account Management
Activity Dashboard
Activity Tracking
Ad hoc Reporting
Administrative Reporting
Alerts / Escalation
Alerts/Notifications
Application Management
Appointment Management
Archiving & Retention
Assignment Management
Audit Trail
Authentication
Auto-Responders
Automated Routing
Batch Communications
Benchmarking
CRM
Call Center Management
Call Recording
Canned Responses
Channel Management
Chat/Messaging
Churn Management
Collaboration Tools
Commenting/Notes
Communication Management
Compliance Management
Computer Telephony Integration
Contact Database
Contact Management
Customer Complaint Tracking
Customer Database
Customer Engagement
Customer Segmentation
Customer Service Analytics
Dashboard
Data Import/Export
Data Visualization
Diagnostic Tools
Discussions / Forums
Drag & Drop
Email Alerts
Email Distribution
Email Invitations & Reminders
Email Management
Email Monitoring
Email Response Control
Email Templates
Email Tracking
Employee Time Tracking
Event Triggered Actions
File Sharing
Filtering
Full Text Search
Inbox Management
Incident Management
Interaction Tracking
Issue Tracking
Knowledge Base Management
Knowledge Management
Live Chat
Macros/Templated Responses
Mail Merge
Mailing List Management
Mobile Access
Multi-Channel Communication
Multi-Channel Management
Multiple User Accounts
Negative Feedback Management
Network Monitoring
Performance Management
Performance Metrics
Productivity Analysis
Project Time Tracking
Quality Assurance
Queue Management
Real Time Analytics
Real Time Notifications
Real-Time Chat
Remote Access/Control
Remote Support
Reporting & Statistics
Reporting/Analytics
Response Management
Routing
Rules-Based Workflow
Scheduled / Automated Reports
Scheduling
Search/Filter
Self Service Portal
Service Level Agreement (SLA) Management
Shared Inboxes
Social Media Integration
Social Media Monitoring
Support Ticket Management
Surveys & Feedback
Tagging
Template Management
Third Party Integrations
Transcripts/Chat History
Two-Factor Authentication
Usage Tracking/Analytics
Video Chat
Visual Analytics
Web Forms
Workflow Configuration
Workflow Management
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timetoreply Feature Reviews

25 reviewers had the following to say about timetoreply's features:

Daniel G.

A niche product that could be widely used

2020-02-18

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

License model is based on data ingest (monitored mail accounts) not number of readers.

Cons

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Occasionally

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No

Response from Time To Reply


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

Read more
Ajay J.

Time to Reply

2019-04-04

SLA feature is also nice to have.

Pros

Product was very easy to configure and user interface is intuitive.

Cons

Getting a hold of someone from Time to Replay was a bit a change and took a while.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Monthly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from Time To Reply


Hi Ajay

Thank you for your review. We'll work on our support channels to make it easier to contact us.

Kind Regards

Read more
Halle D.

TimetoReply - the Information I Want and the Information I'm Confused By

2021-02-09

Pros

I mainly use the software to download message logs so that I can build my own reports and dashboards analyzing email data.

Cons

I think the default visualizations and the verbiage for their filters and key indicators are a bit confusing. I also don't know the logic behind their KPI's so I'm not sure if I can trust them.

Rating breakdown

Value for money
Ease of use
Features

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No

Response from Time To Reply


Hi Halle,

Thanks for the review.

Please feel free to reach our to our support team with any questions you have about our reporting.

We'd love to tell you more about the logic behind our reporting to make sure you find as much value in our solutions as possible.

Best,
Team timetoreply

Read more
Britta J.

Great email tracking and analytics tool for increased productivity

2019-03-01

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from Time To Reply


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

Read more
David D.

Excellent software and service

2020-02-03

I needed to be able to monitor the efficiency of my team responding to emails, this worked perfectly for me.

Pros

Very well priced, easy to use, and perfectly tailored to my needs with easy integration.

Cons

It would be nice if I was able to automate report emails to me monthly instead of having to log in.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Monthly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Paul G.

Email Reporting that Works

2020-02-03

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Monthly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from Time To Reply


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

Read more
Bryce H.

Provides tremendous insight

2021-02-04

We've been able to address staffing, general productivity, contingency planning, communication spikes and increases, and more.

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

I wish that I had the ability to better integrate with other reports.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from Time To Reply


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

Read more
Frankie M.

Review of Time to Reply Software

2021-02-09

Pros

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

Cons

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No

Response from Time To Reply


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

Read more
Brian C.

Time To Reply

2020-02-05

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.

Pros

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!

Cons

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No

Response from Time To Reply


Hi Brian

Thank you for taking the time to leave a review.

Best,

Read more
Jill M.

Recommended

2021-02-04

We are happy with the tool and strive to perfect our services by monitoring that all emails are handled within their KPI's.

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from Time To Reply


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

Read more
Ashley S.

Great For Data Retention

2021-02-09

Pros

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

Cons

I would get zeros on all my data and have to call someone to get it fixed.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Occasionally

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No

Response from Time To Reply


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

Read more
Tim S.

Good Product to Track Email Response with Fast Use Setup

2020-02-04

Pros

You can setup a user within a few minutes and start collecting data on the users email response time.

Cons

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No

Response from Time To Reply


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

Read more
Tanya P.

No other choice

2020-02-11

Worth the money if only a few users.

Pros

Applicable for a few users only scenario

Cons

System down. Report look changed 3 times since we have used.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Monthly

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No

Response from Time To Reply


Hi Tanya

Thank you for your review. You are right, a lot has changed since you joined us and for the better!

We'd love to take you through the new features and help you achieve the goal you are trying to achieve with our software.

Regards

Dane

Read more
John B.

timetoreply Review

2021-02-09

Pros

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

Cons

Need to differentiate between roles more

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

5/10
Source: Capterra
Helpful?   Yes   No

Response from Time To Reply


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

Read more
Kian Zi C.

General Review

2020-02-14

Overall, good experience 10 out of 12 months. there may be 2 months where there is a need to troubleshoot issues such as conversations not showing or agents not being added.

Pros

Ease of use, reports are automated and sent to email

Cons

Setting up on imap email. Faced some challenges in adding agents.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Monthly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No

Response from Time To Reply


Hi Kian,

Thanks for the review. It's great to hear that you're enjoying the product and the scheduled reports.

The note on adding IMAP agents is appreciated. We're always working to improve our customer onboarding experience and this feedback is helpful.

Best,
Team timetoreply

Read more
Kelly O.

Great e-mail reporting tool

2021-02-09

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.

Pros

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.

Cons

There is nothing I can report about the software that I have an issue with at this time.

Rating breakdown

Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No

Response from Time To Reply


Hi Kelly,

Thanks for the great review! The team loved it.

Best,
Team timetoreply

Read more
Breanne B.

Easy to use, a lot of features

2021-06-10

Pros

The dashboard with at-a-glance data is great and being able to easily switch between users with the dropdown and search feature is very convenient.

Cons

N/A - Can't think of anything off the top of my head.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Occasionally

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from Time To Reply


Hi Breanne,

Thank you for the wonderful review! We're happy to hear that you're enjoying our product.

Best,
Team timetoreply

Read more
Uldine S.

review time to reply

2021-02-15

Pros

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

Cons

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No

Response from Time To Reply


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

Read more
Tyson C.

TimeToReply Met a Need

2020-02-03

Pros

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

Cons

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.

Rating breakdown

Value for money
Ease of use
Features

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No

Response from Time To Reply


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

Read more
Robert K.

Simple and easy to use.

2020-02-05

Pros

When you have 5+ inboxes to track, Time to Reply is the best for the job, it is very easy to set up and import as many Agents(users) as you want and see the data populate in a matter of minutes.

Cons

The support team could be a bit more active when it comes to updates regarding the questions that we have.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Monthly

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No

Response from Time To Reply


Hi Robert

Thank for your review. We're glad you are enjoying our solution.

We're busy hiring more support staff to handle the growth we are experiencing.

Regards

Dane

Read more
Mariaelena M.

Time To Reply

2020-02-03

Valuable

Pros

The Program Was Reliable And Real Time Info

Cons

I Found It Useful and Served It's Purpose

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from Time To Reply


H Mariaelena,

Thank you for the review!

Best,
Dane

Read more
Fraidy T.

Great Software to Motivate Employees

2020-02-03

We motivate them by having a monthly contest on overall response time. The employee with the best time, gets a reward.

Pros

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

Cons

The software design can use improvement - thanks.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Monthly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from Time To Reply


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

Read more
Alex S.

Time to Review

2020-02-04

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).

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from Time To Reply


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

Read more
jochem c.

Perfect programme

2019-03-06

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Jason W.

Measure the value of time

2019-03-05

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from Time To Reply


Hi Jason

Thank you for you review.

We'll continue to work to improve our onboarding and data ingestion.

Regards

Dane

Read more