From the start, giving our users quality, timely support has been one of the top priorities at vFlyer. We hired our first full-time Customer Success Rep in early 2008 and now have an entire Customer Success Team devoted to assisting vFlyer users and helping them get the most out of the service we’re providing. As our Customer Success Team has grown, our goals around supporting our users have evolved as well. It’s no longer enough to say that we will try to respond to most support requests within two hours. Our members demand more and deserve more than that.
As a result of this, we initiated a regular review of support response times in order to get a clearer picture of how quickly we are responding to our users’ inquiries and how we can improve in this aspect. Used for internal purposes until now, we’re making the results of this review public. Here they are:
| Date | % of Responses Under 2 Hour | % of Responses Under 1 Hours | Avg. Response Time (minutes) |
|---|---|---|---|
| April 8, 2010 | 94 | 84 | 38.64 |
| March 25, 2010 | 96 | 78 | 35.76 |
| March 12, 2010 | 96 | 88 | 28.2 |
| February 25, 2010 | 88 | 74 | 50.66 |
| February 11, 2010 | 75 | 56 | 110.84 |
The results of the first review were a revelation to us. We saw that we weren’t providing the level of support we thought we were and, consequently, we improved our response times significantly in the following two months. There’s still room for improvement, of course.
Going forward, our goal is to respond to at least 95% of the support inquiries we receive within 2 hours and at least 85% within 1 hour. We’ve set up a page on our Support Wiki where we will be publishing the results of our regular support response time reviews and that you can access on vFlyer Support Time Report. Keep in mind that the Customer Success team is also answering calls, conducting training webinars, writing help content, and producing How-to videos.
We want to do whatever we can to help our users be successful. A big part of that is offering fast responses to questions and support requests that we receive. And now we’ve got the numbers to show that we’re serious about this. I welcome you to send your comments and other feedback, positive or negative, about the level of support you receive from vFlyer to support@vflyer.com.
