Hi Weavers,
Time for our monthly Customer Support Transparency Report. Our customers make everything possible here, and we are committed to providing y’all with the best customer support, and sharing those results with everybody.
With that said, check out our below customer support metrics for April 2025 if you’re interested.
First Response Time
The average amount of time a customer is waiting for the first reply from the team; subsequent response times are not included.
Response Time
The average amount of time a customer is waiting for a response from the team.
Handle Time
This represents the time from when we open the conversation to the time we press Send. If we save a draft and come back to it several times, only the final visit before sending will be captured as the handle time.
Resolution Time
The average amount of time it takes from the time a conversation is created to the time it is resolved. A conversation can only be resolved once and must include a reply.
Replies to Resolve
Number of replies sent to the customer before the conversation is resolved.
We’re happy to help our customers and want everybody to have the best experience possible with our apps and support.
If you have any questions or comments let us know, otherwise see you around for next month’s May 2025 report.
Happy Weaving!