This month, you sent us 143 messages! That’s 74% more messages than last month. This partly explains our longer response times.
How long did it take to get back to you this month?
The waiting time for 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
November is a particularly busy month for e-commerce. Many businesses generate the majority of their sales at this time of year. Final connections, final adjustments and checks… November was a hectic month for us too. This explains why, on average, you waited 15 hours for a response (5 hours longer than last month).
But averages can be misleading: they’re not representative of the majority of users.
In 43% of cases, we replied in less than an hour, and in 23% of cases, we replied in less than 4 hours!
In the diagram below, the size of the circle indicates the number of messages received, and the color indicates how long users waited to receive a reply. Areas with a blue background indicate the time slots when our teams regularly respond to tickets.
