Support Team Statistics
Throughout the year, we’ve been tracking data on emails, phone calls, and customer satisfaction through the help of our email and phone software. Check out below for some interesting stats gathered up by looking over the data we’ve accumulated over the past year!
Email Statistics
Total Tickets Created:
~7,400 (13.5% less than last year)
29 new emails per weekday.
Average Resolution Time (Email):
1.6 hours At first glance, having a downward trend of 13% may seem bad, but this is actually a great accomplishment by the team! This year our Support Team has received significantly less emails thanks to the easier to use UI and our redesigned Onboarding/Launch process. This is one of the few places in a business that a downwards trend is good, and we’re hoping as Berlin UI for both the Back Office and Point of Sale evolves, this trend continues into 2017.
Though slightly skewed due to weekends and non office hours,
the average ticket is resolved within a day of it coming into the Support Inbox, if not quicker. Emails are not used for emergency support, so this resolution time is expected to be longer than our phone support. For any emergency support, you can always contact us via phone.
New Customer Launches & Screen Share Statistics
Total Screen shares:
2,769 10 shared screens per day
Average Time:
22:58
Total Time:
1,060 hours, or 132 full business days. Our Support Team sometimes needs to remotely take control of computers, share their screens, or have customers screens shared with them. Sharing the same screen helps us resolve issues quicker and train customers more effectively.
Phone Support Statistics
Phone calls taken:
15,326
59 phone calls per day
Average Resolution Time (Phone):
5:23
Total time on all calls:
1,384 hours, or 173 full business days.
This data tells us quite a few things;
-
The average phone support call is resolved within the first 6 minutes.
-
Of the 260 work days of the year, our team spends 173 of those days building customer relations and answering questions live over the phone.
-
The average amount of phone calls each day is roughly 59. This does not include weekend or non business hours.
This chart shows our satisfaction rate by month. What each bar shows is the total amount of feedback for the month, and then what percentage of that feedback if good vs bad. Sadly this graph was not able to be embedded so hovering over each section does not show the exact percentage, but as you can see the good feedback far outweighs the bad on every month. Towards the end of 2016 our support team transitioned to a new email client, as shown by the drop of feedback and tickets in general from November to December.