Hey Weavers,
Providing amazing customer support to our user base is at the top of our priority list (right next to building a mind-blowing web building app 
).
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.
That’s why we release a monthly Customer Support Transparency Report . This report breaks down some support metrics that might be interesting for those curious.
Without further ado, below is our report for the month of November 2024. If you have any questions or comments let us know.
We’re happy to report First Response Time, Response Time, Handle Time, and Resolution Time saw huge improvements in November! 
Check them out below.
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 December 2024 report.
Happy Weaving!