Customer Happiness – January 2017

Hi there! It’s time, once again, to take a look at our customer service team’s performance metrics for the past month (January 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 January, our focus was on improving our time to first reply and our average response times. Here’s how January compared to our December report:

NUMBER % CHANGE
Customers Helped 679 increased 20%
Conversations Opened 789 increased 32%
Average Time to First Reply 7h 41m increased 1%
Average Replies per Conversation 2.30 decreased 7%
Average Response Time 8h 43m decreased 7%
Percent Replies within 12hr 79% stayed the same

Upsides

OK! It appears that everyone is back from their holidays and in full swing. We saw huge increases in the numbers of customers helped over January. That’s awesome! Even better is that we were able to even improve our average response time and maintain our percentage of replies within 12hrs despite the increased volume.

Downsides

Well, we didn’t achieve our goal of improving our times to first reply, however it only increased by 1%, so it’s not too bad. We’ll aim to send that the other direction in the coming months.

Goals

For February, we’ll focus on improving 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.

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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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