[Shipped] CX: Improvement for the reply time & the follow up - Nov

Objective: Improve the user experience

Last month key results :

  • Help category: The first reply is 7.26 hours.
  • Help category: Time to solve the issue is 3.9 days.

Length: 1 month

Key results:

  • Help category: The first reply is below 4 hours.
  • Help category: Time to solve the issue is below 3 days.

Resource : Peter, Chucky, Jamie, and Nathaniel

Note:

  • Experiment with 24/7 support
  • Track issues related to the app and the node (virtual/ physical)
  • Follow up pending issues
  • Support shipping/ return/ replace physical Node
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Proposal update November 2020

Key results:

1/ Help category: The average first reply time is below 4 hours .

  • Result: 9.54 hours

2/ Help category: The average time to solve the issue is below 3 days .

  • Result: 2.6 days.

Comment:

1/ This is all time tracked (Monday - Sunday). Trying to exclude those posts that were made at the weekend, the average first reply time is reduced to 3.3 hours.

2/ 36.58% of the posts were made at the weekend. It means that our users are most active at the weekend, and they need supports, too.

3/ The team plans to hire more people/ start shift work to cover this shortage.

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