Swiftpage Customer Care in Numbers

We all know the success or failure of a business leans heavily on customer’s experiences with support agents. Our Customer Care team works diligently to ensure some of the best customer experiences in the business. 2012 was a big year for our Customer Care department. I asked our managers to tell me about their year and they gave me a ton of data!

Here are the highlights:

  • In 2012 our Customer Care team answered 17,701 phone calls!
  • The average wait time for a call to be answered was only 2 minutes and 7 seconds. Mark Customer Care
  • Our friendly agents spent an average of 10 minutes on each call.
  • For those who didn’t want to make the call, our agents responded to 2128 live chat requests.
  • The average wait time for a chat was only 32 seconds!
  • Our team successfully resolved over 17,000 support tickets in 2012!
  • Not reflected in the #s are the Customer Care responses to social media inquiries. We had a fair share of those in 2012 and all were successfully resolved.

So what does this tell us?

  1. Our Customer Care team is made up of some of the best in the business. They keep our wait times low and are not afraid to take the time needed on the phone to resolve issues. We will continue to build on our successes here to become even better and more efficient.
  2. You (our users) lean towards phone over live chat. Duly noted. We will continue to work on improving our phone experience and keeping wait times low.
  3. We are working on tools to better monitor our Social Media support requests. We appreciate hearing from you no matter how you reach us!

We’d love to hear from you! Good experiences, negative, areas of growth… how can our Customer Care team become even better?

About Audrey Howes

Audrey has been an active member of the Swiftpage team since September 2009. Audrey manages Social Media and special projects with her marketing know-how and design expertise. When she’s not working you are likely to find her enjoying time with her family in the mountains near Steamboat, going for a run, reading a good book, being goofy with her kids, or savoring a latte in a local coffee shop.

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