When it comes to support, we’re nuts for metrics. We look at cases by hour, by channel (phone, live chat, ticket), average wait time, calls in queue by time and overall satisfaction rating amongst other things. To say we’re obsessive is an under statement. We’ve recently installed 4 huge TVs in our new office so everyone can see our support metrics throughout the day (and night).
When we look at this data, it’s always with the intention of improving our support. I’m a firm believer that support is a function of marketing and shouldn’t ever be looked at as a cost center. If you have great support you’ll have happy clients who will in turn tell everyone about you. They win and we win. This is how we’ve always thought about support and I believe that’s one of the reasons we have such a happy, thriving (and huge) team of support ninjas that love helping clients.
Today I’m happy to announce phase 2 of our support plan, which is 24×5 (plus Saturdays from 9am to 2pm!) support – or support 24 hours a day from Monday thru Friday, as well as Saturdays from 9am thru 2pm CT. We’ve actually had 24×5 support for the last 3 weeks but we wanted to roll it out as a test before we announced it. That way, we could iron out any problems, tweak our support roster and keep an eye on case volume to make sure we’re staffed adequately.
So from now on when you need help, we’re available as follows:
- 7am to 9pm Monday to Friday via phone, live chat and email
- 24 hours a day Monday to Friday via live chat and email
- 9am to 2pm Saturday via phone, live chat and email
Phase 3 of our support plan is 24x7x365 support, which we’ll be introducing in the not-too-distant future. I’ll be making some announcements about how we’re planning to do that shortly, but for now we’re all really excited to be rolling out 24×5 (plus Saturdays from 9am to 2pm!) support. Our goal really is to wow you every time you need assistance, and this is just another way to continue doing that.
Speaking of support, if you love e-commerce, fast-growth companies, awesome cultures and you’re a g33k who loves all things tech, then why not join us? We’re hiring over 50 people in the next few months and would love for you to be one of them!