Customer Happiness – February 2017

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:

NUMBER % CHANGE
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%

Upsides

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.

Downsides

There aren’t really any downsides other than the overall increase in volume.

Goals

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.

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Ryan is our support lead and customer success specialist at ShopStorm. He's most often found answering presales and customer service questions from merchants, improving our documentation, and helping our design team improve our apps.

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