Thursday
Apr142011
Some interesting stats on our Help Desk
Thursday, April 14, 2011 at 6:07PM
We pride ourselves on our customer support at JobAdder and strive to be transparent with clients (and prospective clients) about how we support our users. To that end I thought these stats might be interesting.
We have just run our support stats for the last 6 months and here are some interesting bits;
1. 48% of all support issues were resolved in under 1 hour (that is resolved, not just responded to)
2. 81 of all support issues were resolved in under 24 hours
3. 20% of support issues were reported by phone, 34% by email and 46% via our online ticketing system.
We are proud of our support team and proud of these stats however we have also identified a number of key areas where we can improve.
For example we have set a goal to have 70% of support issues resolved in under 1 hour. We would also like to see more than 60% of support issues logged and resolved via our online ticketing system.
I will post an update each quarter and let you know how we get on.
We have just run our support stats for the last 6 months and here are some interesting bits;
1. 48% of all support issues were resolved in under 1 hour (that is resolved, not just responded to)
2. 81 of all support issues were resolved in under 24 hours
3. 20% of support issues were reported by phone, 34% by email and 46% via our online ticketing system.
We are proud of our support team and proud of these stats however we have also identified a number of key areas where we can improve.
For example we have set a goal to have 70% of support issues resolved in under 1 hour. We would also like to see more than 60% of support issues logged and resolved via our online ticketing system.
I will post an update each quarter and let you know how we get on.
Reader Comments (3)
Brett
Can you make those stats available live? It would be interesting to check in to see how you are progressing and I'm sure with live viewing the results would be assured.
Hi Gordon
The stats are available to clients in the helpdesk system on a client by client basis.
Cheers
Brett
I have no words for this great post such a awe-some information i got gathered. Thanks to Author.