As the second quarter of 2021 is over (time flies fast), here is my next report. Similarly to previous reports, in this one, you can find what are the latest PeepSo support news and statistics.
As I mentioned earlier, our support team has grown. Iva finished her – lasting almost 3 months training – and joined the frontline support team on the 3rd of May. She is progressing well. Many of PeepSo users already know her from our Community and her tickets replies. Iva works alternately, one week morning shifts and the other week afternoon shifts.
That way, with Artur, who already works this way, we are now able to cover 20 out of 24 hours every day (Monday to Friday) every week. As you know, additionally, we also provide limited weekend support for the Ultimate Bundle subscribers. You can meet the whole PeepSo team here and feel free to find any of us throughout our community.
The average ticket number and our response time have changed.
- The number of tickets in this quarter has dropped. On average around 500 tickets were closed each month.
- The average time for the first reply in Q2 was 6.5 hours, but in May and June as little as 3.0 hours. Which is, in my opinion, quite a decent result. In Q1 the average time was 7.5 hours.
In Q2 we received, similarly to previous months, ratings from the “Satisfaction Survey” after closing the ticket:
- “Good” rating in 18% of all cases.
- “Bad” in 0.5% of cases
These statistics are very important to us. They do show us whether we’re improving, whether we’re doing a good job and – which for some is more important – how fast we get the job done.
We will try to keep up the pace in terms of the response time. And we will be still working on improving our replies’ quality. We also will continue updating and expanding our Documentation. Apart from that, we are still working on a special “PeepSoTV” channel on YouTube. Our plan is to place there already existing, these in progress, and all future videos that we are planning to create.
I’ll publish my next report on how we’re doing in October. As always, if you have any questions or comments, please do let me know below. I’ll be happy to hear from you.
“We, the PeepSo Team, believe five-star customer care is the most important part of our mission.”Chris Jaworski