It’s been about a year now since we started using a Help Desk platform for inquiries and support, and besides being an invaluable tool for managing all of our conversations, it’s given us real insight into how our clients feel about our performance. The Help Desk has allowed us to capture a lot more feedback and we thought it might be interesting to share some of the metrics and feedback we’ve collected with the public.
A year later, we’ve received 3,300 emails and conducted 1,100 conversations with 620 people. Whew! Without the Help Desk system I don’t know how we would have managed. Crunching the numbers, that’s about 12 incoming emails per working day about new projects, support requests, plugin questions and more.
What’s even more interesting is that across all of those thousands of emails, approximately 20% have left feedback about the interactions to let us know how we’re doing. That’s huge! And we’re so grateful for the extra time people have taken to give us that insight. Here’s what our numbers look like over the past year:
Yes, there was one comment from a random person who wasn’t happy at all (after I pointed out that we weren’t the company he was looking for and telling him we couldn’t help). There’s always one; we can’t make everyone happy. But we do try, as evidenced by the Great ratings above!
Many of those people also took time to leave us comments about how we did (if only we had that kind of response rate for Toolkit reviews!). Here are just a few of the comments that were left for us:
|Clearly there's a reason you're not taking new clients -- you're rockstars!|
- Jennifer B
|Ryan was great, very helpful and patient. Thanks again!|
- Marco M
|Great support and very much appreciated.
- Michael S
|Thanks Ken for your great help!|
- David G
|Thank you for being so responsive and helpful.|
- Larry T
|Quick and complete!
- Valerie E
|Fantastic support all the way from Twitter to here. Refreshing to get some tops customer service for a change, it's a rare commodity.|
- Adel D
|Prompt responses and addresses the issues correctly.|
- Shyam C
|Perfect clarity on how TinCanny limited xAPI/LRS functionality for the sake of simplicity
- David G
|Ryan has been super helpful with answering my questions and ensuring that I have a solid plan in place for moving forward with my project. Looking forward to working with Uncanny in the future.|
- Tricia S
|The help I received from Ryan at Uncanny Owl is impressively quick and very kind and attentive to my needs/issues.|
- David N
|Ryan is fantastic! He is knowledgable, clear, precise, and really easy to work with as a human being. Good soul! I look forward to working with him more in the future.
- Stephany Y
|Ryan, Thank you so much for taking a look at my site.|
- Mark M
|Great support; Ken really did a great job of fixing the issue, and in a very timely way. Thank you!|
|Worked like a charm… Thanks Ken!
- Steve D
|A perfect reply! Thanks |
|Spot on support. Thank you, Ryan!|
- William R
|I continue to be impressed with Uncanny Owl. Very fast response.
- Brian P
|Thanks for the very detailed answers!!!|
|The support I have received has been phenomenal. Thank you very much!|
- Abena E
|That was super helpful!
|A well crafted and thoughtfully considered response, full of useful advice. Thank you.|
- Colin W
|I’m so thankful for the support I’ve always found at Uncanny Owl. You guys are the best I’ve seen.|
- Leah M
|Seriously fantastic and prompt customer support. Literally looking for more ways to do business with your company.
- Heidi K
We’re pretty proud of how we perform and how we support our customers, and we really appreciate the time every person above took to leave us their thoughts on how we’re doing. The bar is set pretty high for our performance over the next year!