Hey Weavers,
A little late with December’s Customer Support Transparency Report, but better late than never.
Our community forum is just one support channel that we offer to RapidWeaver users. As this is a public forum everybody can see what’s going on, so it’s quite transparent. But did you know we also offer direct support via Email? It’s actually where we receive the bulk of our support requests, however it’s not very transparent as all our work there is handled behind the scenes.
This report breaks down some support metrics that might be interesting for those curious, so let’s dive in.
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.
Hope y’all found this information interesting. We’re happy to support our user base and want everybody to have the best experience possible.
If you have any questions or comments let us know, otherwise see you around for the February 2025 report (we will be skipping the January 2025 report as the Christmas and New Year holiday period heavily skewed the statistics!)
Happy Weaving!