As promised, this is what our support engineers were kept busy with in January 2016:
11 telephone calls, with 3 of these resulting in tickets;
1 client workplace visit.
November’s 13.30 hour ‘first reply’ time? December’s 3.4? We smashed them. In January, 75% of tickets were answered within 1 hour, with a monthly average of 1.5 hours.
According to Zendesk, the average first reply time in our industry is 25.10 hours, so, we’re doing well.