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With the year coming to an end, we’re taking a look back at our history of Heroic Support. Our November Support Statistics were just released and we are once again on target with our goal of keeping our Heroic Promise to our customers. Our SLA guarantees every Help Desk Ticket will be responded to within 30 minutes, and every phone call and live chat within 59 seconds. In November, we exceeded our goal with initial response times of 14 minutes and 36 seconds, as well as an overall response time of 27 minutes and 2 seconds.
In light of these statistics, we asked key managers and supervisors around the company to reflect on what they’ve learned about customer support over the last 16 years. Their answers came in droves:
“Earn the customer’s trust.” – Liquid Web Founder and CEO