Customer Happiness – October 2016

happiness report

Today we’re taking a look at our customer service team’s performance metrics for October. Our happiness reports give us a way to continuously?evaluate our performance and to share our goals publicly each month.

In October, our goal was?to bring?happiness ratings back up to 100% and maintain our?average response times. Here’s how October?compared to our September report:

NUMBER% CHANGE
Customers Helped632increased 14%
Conversations Opened671increased 19%
Happiness Rating100%increased 6%
Satisfaction Rating100%increased 2%
Average Time to First Reply10h 24mincreased?57%
Average Replies per Conversation2.53decreased 6%
Average Response Time11h 22mincreased 59%
Percent Replies within 12hr73%decreased?9%

Upsides

In October we saw a large increase in the number conversations opened. Despite the increased volume, we’re?happy to report we were able to bring our happiness rating back up to 100%! Customer happiness is very important to us so it’s encouraging to see we were able to improve in that area.

Downsides

We?saw a spike in our average response times, likely due to the increased number of conversations and the on-boarding of a new staff member. We will certainly be keeping an eye on this metric?to ensure?our customers receive answers in a timely fashion.

Goals

For November, we?ll look to improve our?average response times while maintaining our customer satisfactions rating.

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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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