April was a month with a lot of changes. I am sure you have noticed the changes if you use ManageWP Classic and Orion on a daily basis.
April Goals Review
What We Did Well
One of our main goals for the month of April was reducing the First Response Time under 30 minutes, plus finishing and publishing the Orion User Guide.
We have reduced the First Response Time in Orion by 43%.
The Orion User Guide is published and we are currently finishing the How To Videos.
What We Can Do Better
We have noticed that most of your inquiries in April were primarily about your problems with finding your way on the Orion dashboard. We should have avoided this confusion by earlier releasing the Orion User Guide, and we apologise that you had to contact us for something that could have been an easy fix on our side.
What Was Great
The great achievement is that we resolved 73% of all Orion tickets in 6 hours, 10% under 12 hours and 7% under 24 hours, which is a great result due to the fact that we received 53% more tickets in Orion than in the previous month.
Every month we pick one good and one bad feedback so this April ain’t gonna be an exception.
Such a friendly support team you are at ManageWP! The new Orion combined with your support team is fabulous! Thanks, Patrik
Sometimes when we react and resolve an issue in an hour, users are thrilled. Unfortunately, sometimes our response isn’t as quick as it should be.
Response was a bit slow, both to my initial request, and after I provided the information requested. It took more than an hour to get a response after I provided the requested information. This is a disappointing level of service.
On this occasion we needed some time to debug an issue and we understand that an hour can be a lot of time when the user is panicking and needs to get a job done. We have realized that he would have felt much better if we kept him informed on the progress, rather than letting him wait until we got the issue resolved.
This month we have published our basic Orion User Guide, here you can find how to use Orion features and how to find your way around the dashboard.
Apart from publishing this useful material we focused on the business side of WordPress and decided to write a few posts to help you with some of your business issues. Here are a few useful interviews and tips on how to get started from real professionals. Also, check out our post on security, how to make sure your site is safe at all times.
- Remote Work (Part 1): Is The Office Today Having and Identity Crisis?
- Office Work (Part 2): Can You Share Donuts Over Slack?
- From a WordPress Professional to a WordPress Business Owner
- How ManageWP Orion Keeps Your Sites Secure
Our first and the most important goal in May is to release “How To Video Tutorials“ and “Interactive Tutorials“, which should help you in understanding and setting up Orion tools and features.