March came roaring in like a lion, and well, she did not let up all month. Our excitement started early with the release of WooCommerce 2.0. A few short days later we introduced Product Finder for WooCommerce. The much anticipated Superstore theme made it’s debut while the U.S. team members met up for WordCamp Atlanta. Finally, we rounded out the month with the announcement that WooThemes is now on ThemeForest.
Customer Happiness in Numbers
Looking at the numbers:
- 13,257 new tickets created this month.
- 31,929 ticket touches. (how many times all tickets were opened, tickets with multiple responses, or re-assigned, etc…)
- 29.10 hours to First Response (the amount of time the average customer waits for our first response).
- 19% of all tickets are responded to within 8 hours; and
- 89% satisfaction rating on all tickets.
Looking at the chart above you’ll see the first spike there in support requests just after the release of WC 2.0. Almost peaking at 1,000 tickets that day. Even though we put quite a bit of thought and effort into making sure the community was aware of the changes involved in WooCommerce 2.0 release, and how to handle the update, an overwhelming number of tickets followed. Our plan for these types of situations is quite simple. Everyone on the team drops what they are doing and jumps into a support role. We sent out an SOS and the team responded with all hands on deck to make sure all tickets were taken care of!
Let’s compare the numbers between our support channels.
Support & WooCommerce are our top channels this month, if you can’t see the trend by now. Support had 5,744 tickets increasing by 898. WooCommerce had 4,311 tickets, an increase of 2,001 from last month. Account tickets had even had an increase of 760 to a total of 2,577.
Benchmarking & Context
You can see how much of a support driven company we are with these industry comparisons. The amount of tickets we handle comparatively is pretty staggering! And even though our personal satisfaction rating dipped, we’re still ahead of the industry average. As you see below, there will be tickets we can review to see why our numbers dipped on those three dates and fix the issues that made anyone unhappy.
Time For Action
Now that we’re into our third Customer Happiness Report, we’re understanding how to tackle these numbers. With this kind of data we can fix certain metrics that bother us, and in the end have let our customers down. Like mentioned, for this month we were hurt by the WooCommerce 2.0 update. The update was definitely necessary and very helpful for the bright future of WooCommerce, but that doesn’t mean we can’t learn things from the update for the future. From this month’s data our goals are as follows:
- Push hard to bring WooCommerce tickets under control. Meaning the entire support team will answer WooCommerce tickets.
- Look at the specific issues that people have had updating WooCommerce, themes, extensions, etc… and see if there is any way we can address that in future updates.
- Continue fixing any account and site issues our users have had. Eliminating those issues should resolve any increase in account or sales tickets. The mothership needs to run flawlessly!
We’ll be repeating this goal until you are sick of it, we must deliver happiness. As always, we appreciate your feedback on our support. Here’s to next month being easier on our support team! There will at least be better weather which makes for more energized and faster ninjas!