For all of us at PeepSo, providing a high level of customer care is the most important part of what we do. We want our Support to be that factor that differs us from others. That’s why every member of our team treats customer care as the highest priority.
Systems We Use
PeepSo support is handled exclusively via our ticketing system. A specially designed software to record and handle all sorts of questions you may have. We believe this is the best possible approach we could have taken. We don’t really believe in basing a support system solely on a forum where everything is in the open. There’s no intimacy or private space to discuss the sensitive issues. However, an open platform like our PeepSo Community does a fantastic job as an additional support medium.
As you probably already know, we are based in Asia and in Europe. Mostly. From Monday to Friday we are covering 12 hours from 2 am till 2 pm GMT time.
Some of us are covering weekends too (yes, we’d love to have weekends off, but we love helping you too, so we do shifts 🙂 ) Each weekend there is at least one engineer working for 4 hours on Saturday and 4 hours on Sunday. There are no strict start and finish times on these two days. But, as PeepSo is something more, and not just a job for us, we often reply to a few tickets in our spare time. We just can’t resist it :).
Some Support Statistics
At the moment, we are handling up to 700 tickets each month. In March, the average time for the first reply was just under 11 hours. The average number of replies needed to do so was 17. These numbers are definitely something we need to and want to improve and we’ll try to keep you all posted on our progress. Obviously, the lower the average number of replies, the less time spent usually means more efficient support that can handle cases quickly so you can spend more time on building your community rather than trying to tackle some issue that popped up.
Currently, as you can see here there are 11 of us taking care of PeepSo clients. Including Eric and Matt owners and founders, team of developers and members of the support team. As we are progressing, another support engineer is starting his work with us soon. He’s being trained as I’m writing this.
We are also looking into a way of extending our hourly support coverage, to limit the support gap where we’re unavailable to instantly reply to tickets. One of the reasons for training a new another Support Engineer and with him onboard we’re looking at bringing down the gap just to a couple of hours.
Apart from hiring and extending working hours coverage, we are also currently working on improvements of our support procedures and tickets handling. This will also allow us to work more efficiently and provide better, faster and even more professional support. Most of us come from a very ‘technical’ background. So on average we tend to be very ‘dry’ when replying. To a native English Speaker, it might sound borderline rude. That’s not our intention. Not at all. As we come from different backgrounds, different cultures, some of us just don’t see it as a problem. It’s definitely not an excuse and we can do better. That’s why we’re also investing some time into Customer Care training to everyone on the team.
We are really dedicated, hard working people, and in spite of all the above efforts, we are not perfect, we make mistakes and sometimes we don’t answer on time. We know that and we’re sorry about that. We will do better. That’s why we also now have a dedicated person to supervise the whole support department.
Tips & Tricks For Getting Fast Support
Just a couple of tips and tricks, if I may, for how to ensure your support ticket gets handled quickly and efficiently. Help us help you better.
- Open a new ticket for every issue separately.
- Instead of reopening an old ticket, open new ones for new issues.
- Make sure to open a ticket in the right support department too.
- Describe the general issue in the ticket topic, chances are our system will suggest a documentation article that actually covers the issue and you can get the solution faster.
- Describe the issue in detail with steps to replicate it. That’ll save a lot of time. Tell us where to click, what to write. What to look for.
- Screenshots showing the entire site with the URL visible go a long way. By that our developers are able to pinpoint the issue faster and know where it actually happens.
Those are the very basics but they really do make a huge difference in ticket resolution time. Just to finish this, we are open to any and all suggestions you may have, please do tell us. What could we do better. Let us know in a comment below or you know… open a ticket :).