Case Study: Lead Forensics improves customer response times with timetoreply

Lead Forensics uses timetoreply to improve customer experience

Lead Forensics, a lead generation software company, faced a challenge in standardizing customer experience due to inconsistent email reply times from its Customer Success Managers. Without a formal policy or tracking tool, response times varied wildly across the team. To bring clarity and consistency to their email communications, they turned to the vendor timetoreply for its email analytics service.

By implementing timetoreply, Lead Forensics established a standardized two-hour benchmark for acknowledging customer emails. The results were immediate and significant; the average reply time was more than halved, dropping from four hours to under two. The vendor's solution provided the necessary visibility, leading to improved customer satisfaction and commendations for the support team's speed, solidifying the success of the initiative.

Lead Forensics

Vicky Atkins

UK Head of Customer Success