You may not be aware that we at TelTech (TrapCall’s parent company) are customer service fanatics and pride ourselves on offering great customer service and technical support. Not only do we strive to build exceptional products, but we also strive to provide exceptional customer service across all our products. We’ve been working extremely hard behind the scenes for the last 18 months to scale up our brilliant customer support staff, and, in the name of transparency, we’d like to share some of our metrics and our progress with you.
Customer Satisfaction Rating
We use brief follow up satisfaction surveys for all support tickets to gauge the quality of our customer service interactions with users. Over the past 18 months our satisfaction rate has gone from 79% to 84%. While anything less than 100% satisfaction should mean we still have work to do, we have a few reasons to be excited about our progress.
Since our first satisfaction measurement 18 months ago, we’ve actually added another major product to our product portfolio. So while our satisfaction rating may have only increased 6%, it improved while supporting three products rather than just two. But more importantly, we’d argue that every mainstream product has a ceiling that it’s going to hit in terms of its satisfaction numbers. There’s always going to be someone who doesn’t like receiving bad news. Because of the nature of TrapCall, for example, a 100% satisfaction rate is unlikely to ever be achievable due to the fact that not all carriers or countries support TrapCall. In fact, the same really applies to all of our products. We can’t blame people for being upset by that. It would, however, be unfair for us to skew our results and not send each and every support ticket a satisfaction survey, even when we know a compatibility issue may result in a poor rating.
We believe that with TrapCall there’s likely 5-7% of people that will always rate our support poorly because of technical incompatibilities such as this. This means we do still have some improvements to make to reach that top 93%-95% satisfaction range, but we’re proud of our improvements thus far.
Average First Response Time
When studying our Zendesk reports, we noticed a strong correlation between the time it takes to get back to a user and their satisfaction rating. In response, we put a heavy focus on doing what was necessary to speed up our average first response time to less than one business day. We started by hiring more support staff and providing higher quality training. Then, not only did we extend our live customer support hours from 5pm EST to 8pm EST, but we also added (unofficial) Saturday and Sunday support. This way, any users that contacted us with questions on Friday night or Saturday morning, wouldn’t have to wait all the way until Monday to receive help. The results were shocking: our average first response time dropped from 34.5 hours to just 4.3 hours! We’re extremely proud of this improvement and Zendesk even shows us that this far exceeds our industry’s average. We’ve also recently extended our support hours once again, to midnight EST on weekdays, in an effort to provide even speedier customer service. So far the response has been phenomenal, with users at 11pm being excited that they’re able to speak to a real person, or receive a prompt email response, so late at night.
Overall Support Requests
It’s also important for us to look at high level numbers such as our overall number of support requests across all our products within the company. When we first started tracking these metrics, that number was 53,496 support requests per quarter, while supporting two products. Now that number is just 31,537 support requests per quarter, while supporting three products, with that number trending down below 10,000 per month. That’s a 41% improvement. To achieve this, we spent considerable time making user experience improvements to all our products to try to cut issues off at the source. For TrapCall, this translates to a better sign up process and a better activation process for all our users.
We’re thankful for all the hard working staff we have here at TelTech that helped make these improvements possible. We’ll be tracking these numbers closely and plan to be as transparent as possible and release updates about our progress here on our blog at least once a year. A yearly state of the union, if you will, to keep us accountable to you, our valued users. TrapCall and TelTech wouldn’t be possible if it wasn’t for your support, so the least we can do is show our true appreciation by being there for you, with world-class support, when you need us most.