The month of November has flown by for the team at
ZippyKid Pressable. November was busy with the launch of our new brand, new pricing, and new focus on the market. However, with all the new things, we kept the most important one the same; our team’s unparalleled commitment to the level of support we provide our customers.
Last month we unveiled the Pressable Customer Happiness Report. This report keeps our entire team accountable through the ups and downs of servicing our customers. We’ve been pleasantly surprised by the response this is receiving inside the WordPress community and the support world. Our Help Desk provider has even adopted our code base for a campaign to promote showing off your team’s support with the Fresh Smiles Campaign. We’re pleased to be a partner with them in promoting support for companies of all industries and sizes.
That’s the month in support, so let’s get to the numbers.
How do the Numbers Break Down?
- 862 Tickets Created, Up 17.28%
- 786 Tickets Resolved, Down 7.20%
- 2.5 Average Customer Interactions, Down 11.79%
- 2.4 Average Agent Interactions, No Change
- 140 Tickets Reopened, Up 2.19%
- 88% Ticket Satisfaction
Customer Satisfaction in November
What does this mean?
With all of the changes we’ve made this month, things went really well. We were worried about the confusion we’d be causing for existing customers, and the questions new customers would have. However, everyone handled it like a charm, even if it did take a bit of time to get everyone their answers.
Here’s a breakdown of tickets resolved by group:
- Billing Resolved 27 Tickets
- Enterprise Resolved 9 Tickets
- Support Resolved 435 Tickets
The team stayed busy this month answering plenty of questions about all of the changes we launched last month. We’ve also been able to use all of the feedback to improve and update the Pressable Knowledge Base for some of the changes.
What are we doing next?
The team is motivated to move the needle and consistently keep the Smiley ratings above 90%. There were some highs and lows this month as things crept close 95%, and then fell off with some of the launch confusion. Response time is also high on the list as we work to reduce the time customers wait for an answer, and wait for a resolution.
November was a good month for the team and as we continue to fine tune our systems and resources things are sure to get even better. We appreciate every rating and comment that’s left on every ticket as it provides us with opportunities to improve, and opportunities to celebrate.
“Say Cheese”! We’re excited to announce a partnership with Freshdesk to help businesses showcase their customer service ratings and win over $50,000 in prizes while doing so! (Including a year of FREE managed WordPress hosting!) It’s no secret that we are pretty big fans of open-source at Pressable. We try to share as much knowledge, […]
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