Customer Happiness – June 2014 July 07, 2014 05:44

Hello, ShopStorm community! We’d like to share our support statistics for June.

As we said in our first Happiness Report, there are a few reasons for sharing these metrics:

  • We want to be as open with our customers as possible – this is a dialogue on what we do well, and what needs improvement.
  • Our support team does a great job with some things, and they deserve a pat on the back for what they do well and feedback on what they don’t.
  • Being public about our customer service ensures that we stay accountable for it. Great service is a point of pride for us, so we’d like to measure how effective support is and improve as much as possible.

So with that in mind, we’d like to share our statistics from the past month as assess our progress towards meeting some of our support goals. Here are the June 2014 analytics from our help desk:

Number % Change
Customers Helped 207 up 18%
Tickets Opened 294 up 23%
Average Time to First Reply 6h 44m not measured
Average Replies per Ticket 2.46 up 27%
Average Response Time 8h 43m down 44%
Percent Replies within 12hr 65% up 7%

Let’s break down what each of these means. First, we’ve had more support requests coming in from more customers in June. We think part of this was due to the massive update to BlogFeeder. As a result, this also increased the number of responses it took for us to resolve tickets, as they required more back-and-forth.

However, we’re super happy about the changes to the rest of our metrics. Despite the increase in support, we were able to drastically cut down the amount of time it takes to reply to each customer, and have started to measure first response time for new tickets. We restructured the our support team shifts, and we’re happy to see it pay off. We’ll continue to try to decrease this time for next month.

As our development team is also part of the support team, it can be tough to ensure that tickets have a fast handle time since developers need to be updating apps. However, our goal is to decrease handle time on new tickets for first replies, and try to lower average response time even more. We’d like to bump up the percent replies within 12 hours to around 70%, which is great considering that this percentage includes weekends, which are outside of our support hours.

We’re also planning on adding satisfaction ratings into tickets now that we’ve researched the available solutions. This will allow customers to rate how happy they are with tickets and to provide some feedback on how we did. We look forward to including this next month!

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