Over recent years we’ve been closely monitoring the volume, frequency, complexity and fix rate of our inbound customer support queries. Like many in this age of cloud based software applications, we use an online customer service portal – to make life as easy as possible for our customers.
We use a solution called Zendesk – a cloud-based customer service tool that enables us to track every customer interaction – whether by email, phone, directly via the portal and in ot
her ways too. By keeping everything in one place, we can easily keep on top of what’s going on, helping us to better serve our customers with things like customer self-service.
Yes, that’s all very interesting, but everyone has some kind of support system – but the really interesting part for us is what the reporting and analytics has revealed.
White Springs ranks above 70% of all Zendesk customers on “First time reply”
What does that mean exactly? Well out of the 52,000 plus customers that Zendesk has, White Springs responds to new calls faster than over two thirds of their clients. And over time, we’ve improved out response speed by a whopping 37%.
But how have we done this? I caught up with Neil Cochrane who runs customer support here and he noted three main reasons:
- As our own software has evolved, we’re doing less ‘on premise’ work, which historically tended to bring more than its fair share of challenges and consequently support tickets
- The quality of the solutions we build has improved over time – our software is better made now that it has ever been
- Our process for fixing bugs and issues has become more robust over time. Not only are there less bugs to fix, but when they do occur, we get fixes in place much quicker
We’re not saying that our work is done, exactly the opposite. We’ll keep pushing to improve in every aspect – solution, services and support.