Hello! Today we’re taking a look at our customer service team’s performance metrics for November. Our happiness reports give us a way to continuously?evaluate our performance and to share our goals publicly each month.
In November, our goal was?to improve our?average response times while maintaining our 100% happiness rating. Here’s how November?compared to our October?report:
| NUMBER | % CHANGE | |
|---|---|---|
| Customers Helped | 818 | increased 29% |
| Conversations Opened | 699 | increased 4% |
| Happiness Rating | 100% | stayed the same |
| Satisfaction Rating | 100% | stayed the same |
| Average Time to First Reply | 9h 4m | decreased?12% |
| Average Replies per Conversation | 2.48 | decreased 2% |
| Average Response Time | 9h 30m | decreased?16% |
| Percent Replies within 12hr | 76% | increased?3% |
Upsides
We’re happy to report that we were able to achieve our goal of improving our response times while maintaining our customer happiness rating at 100%! We want to ensure that our merchants are responded to in a timely fashion, so it’s good to see improvement in that area.
Downsides
Even with the improvement in response times, we would still like our response times to be a bit faster so that our merchants don’t find themselves waiting for that first response.
Goals
For December, we?ll look to continue to improve our?average response times and percentage of replies within 12hrs.
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