Hey Weavers,
Below are our customer support metrics for March 2025 for those interested.
In the spirit of transparency, you’ll notice our support response and resolution times went up in March more than I’d like. The reason for this is simple, I was playing tour guide for out of town guests for a couple weeks all while battling one of the worst Flu’s I’ve had in… well worst one I’ve ever had 
! Took me about four full weeks to fully recover. Lesson to self (and others), get your yearly Flu shots if you don’t already. 
Despite all that, our customers were well taken care of, and the majority of support requests were answered and resolved within 24 hours, which is not bad considering..
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 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 April 2025 report.
Happy Weaving!