It’s a Wednesday morning, and as you log on at 8:45 you receive your first HelpScout notification… And another… And another… And so it goes on. Of course, our support system isn’t always busy and in actual fact we’ve had a fairly quiet few months – a real case of no news being good news and we’re glad our customers are happy!
We’ve therefore had a bit of time to reflect on what customer support means to us at Quotevine Towers: we’re proud of including a maximum 4-hour limit on our first response times in our SLA, ensuring we always keep on top of issues should they crop up. Always aiming to overdeliver, in the past year our average first response time was actually 1.25 hours and almost half of all support emails (43%) were answered within 15 minutes. Another stat for any number fans – 41% of our support tickets over the same period were solved by the first response email.
We’re still looking for ways to make this better – imagine a world where every customer’s question could be answered and solved in just one email! – which is why we’ve invested a lot of time into our help documents (http://support.quotevineapp.com). Not only do they serve as our first port of call when we’re answering a customer’s question, they also help our customer base to feel well-informed about the system and to know which questions need answering in person and which ones can be solved by exploring the resources already available. If you’re reading this now, feel free to have a browse and let us know what you need to see more of, what you like or what you don’t like… help us to help you!
Continuing with the help-us-to-help-you theme, here are some quick tips to create the perfect support ticket and bring that first response solution dream one step closer…
- Use the subject line for a concise summary of your problem
- Always include enough detail in your emails for us to get a good understanding of how to help you
- We can’t offer phone support – please don’t ask for a callback in your initial email
- Always include an example for us to look at (most of the time, a quote/order/invoice number will be enough)
- Always email firstname.lastname@example.org rather than individual team members as they might not be available
- Sharing is caring – if you can, and if it would be useful for your particular issue, send us a screenshot