Ever wanted to know what our Support staff and Berend the Bot are processing?
Support chat and ticket processing has seen peaks and valleys over the year. And as the year draws to a close, we take stock. Just some numbers!
During the summer it is a bit more quiet, on Fridays often too, but in general there is a pleasant run-up of new questions (read: it is sometimes extremely busy!). About 70% of the questions are solved by one of our Support employees, 30% find a solution via the automatic answers. All in all, we end up with over 5000 conversations in chats with us personally!
Satisfaction score
We like to help you and we like to help you well. We do our utmost to achieve this and fortunately this is reflected in the satisfaction score: 98% Of course, sometimes we convert a chat into a ticket (or ask you to do so). Questions cannot always be solved immediately or are so specialized that they exceed our capabilities. Not surprising of course, because over a year we process over 7000 tickets!
An example of a common question is sharing your access rights while on vacation. You can read more about this in our summer article: Vacation Time!
Or, check back on a webinar, like this one: Multicasting with Brockmeyer and Roadtrip.
We are happy to support you again in the New Year with all your small and big issues. Enjoy Christmas and New Year’s Eve. Don’t do things we wouldn’t do either (..like starting a chat and then going into a meeting 😉 ).
Happy December month!
