Heya! This is our monthly customer service team performance metric review for February of 2017. We’re committed to providing awesome service to our valued merchants, and our happiness reports give us a way to continuously evaluate our performance and to share our goals publicly each month.
For February, our goal was to improve the percentage of replies within 12hrs, and our average time to first reply so that our merchants are getting timely responses as often as possible. Here’s how February compared to our January report:
|Customers Helped||1517||increased 123%|
|Conversations Opened||859||increased 9%|
|Average Time to First Reply||7h 16m||decreased 3%|
|Average Replies per Conversation||2.05||decreased 13%|
|Average Response Time||7h 32m||decreased 7%|
|Percent Replies within 12hr||82%||increased 2%|
So, some interesting numbers for February. The huge increase (more than double) in numbers of conversations can likely be attributed to our team starting to direct services requests through our support channel. Otherwise our numbers look good for February, decreasing our response times in all areas despite the increase in volume.
There aren’t really any downsides other than the overall increase in volume.
For March, we will be looking to continue to improve those response times and to monitor the overall volume. It will be interesting to see how those number change in the coming months.