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Faster Response Times: What We’re Working on Behind the Scenes

This past spring, we committed to reducing our average response time for standard requests. We set a goal of ensuring that 100% of the thousands of requests we receive a day receive a response within three hours.

We don’t want to brag (yes, we do), but we nailed it. 

Here are the cold hard facts: 

  • In March, our first response time came in, on average, at just around three and a half hours.
  • After that, we realized we may have set the bar a little too low and decided to set our sights even higher to reach a goal of under 2 hours.
  • Since March, our response time has reduced by 66% with a first response time coming in, on average, at just over an hour (70 minutes, to be exact). 
  • And, we didn’t forget about quality in our need for speed: As a direct result of reduced request times and new quality control measures, the average number of daily Support tickets received has decreased by 28%.

Yes, it’s great that we’ve reached our initial goals- but we aren't going to stop there. We’re working hard to reduce our response times to less than one hour. We’ll continue to reach for reduced response rates as well as improving the consistency and quality of our work.

We also want to hear your feedback, and will actively be conducting voice of customer research over the summer, so we hope you'll be willing to participate.

We’re looking forward to providing you with the next round of good news!  

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