Transparency is an important value for Fasterize. That’s why we’ve chosen to give you a behind-the-scenes look at our support.
In the month of January 2018, we received 207 messages on the support. Our average response time was 6.8h. But in the majority of cases (71% of tickets), we provided a response in less than an hour.
The waiting time of a customer who has contacted support is divided into 4 categories:
- A+ for a response received less than an hour after the message was sent to support
- A for a response received between 1 and 4 hours after the message was sent to support
- B for a response received between 4 and 24 hours after the message was sent to support
- F for a reply received more than 24 hours after the message was sent to support
In the diagram below, the size of the circle indicates the number of messages received, and the color indicates how long users have to wait for a response. Areas with a blue background indicate time slots when our teams regularly respond to tickets.
Questions for support?
The answer may already be in our documentation!
