Case Study: Print NW improves email response times and customer experience with timetoreply

Commitment to superior customer experience leads Print NW to adopt timetoreply

Print NW, a printing company, faced a challenge in managing customer communication as their leadership lacked visibility into their email response times and team workload. This made it difficult to identify overwhelmed customer service representatives and support them, which impacted their commitment to a superior customer experience. They adopted the email analytics tool timetoreply to address this.

The solution from timetoreply provided Print NW with critical insights into email metrics, enabling better team management and redistribution of tasks. The vendor's tool fostered a positive rivalry among reps to improve response times. As a result, recent customer feedback surveys showed significant improvement, with most customers rating the company's communications as 9 or 10 out of 10.

Print NW

Katrina Apgar

Director of Customer Operations