Customer Success a Key Priority for Crelate
Providing amazing, responsive and professional support is important to us and so is being transparent regarding how we are measuring up. We’ve provided these statistics in the past and are proud of our track record of exceptional customer service. Positive customer experiences are critical to be successful.
We will continue to provide updates and are excited to report a few highlights for Q1 – 2016. Our help desk provides assistance at all stages of the process including on-boarding, implementation, and any on-going issues that may come up.
Crelate’s average Time to First Reply was just under 6 hours (5.8) for Q1-2016, with 47% of our support tickets being responded to within 1 hour or less, 44% were 1-8 hours, 6% in 8-25 hours, and 2% were more than 24 hours. That means we responded to 98% of all tickets within 24 hours. According to ZenDesk’s published statistics, the industry average for companies of our size was 24.9 hours and for software companies in general, the average was 22.1 hours.
Beyond just the numbers customer comments are appreciated and noteworthy of how we are doing. One recent Crelate customer gave us a “Good, I’m satisfied” rating on Zen Desk and said, “Not only did I get a fast response to my problem, but a follow-up the next morning with even more help. Thanks so much!”
We look forward to continuing to provide remarkable support services.