Hey Weavers,
Below are our customer support metrics for February 2025 for those interested. Providing amazing support is important to us, as there’s not much point making out of this world software if you can’t support your customers. 
Feel free to dive in to our below stats:
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 customers 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 March 2025 report next month.
Happy Weaving!
