ManageWP Customer Happiness Report – April

customer happiness report

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.

customer happiness report

Customer Feedback

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.

Useful Articles

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.

May Goals

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.

 

Aleksandar Savković

I believe that BIO should be seen as an ongoing process. Rather than a static snapshot, whereby we are perpetually re-framing, re-thinking and re-considering ourselves. So I reconsidered my profession and from the construction site supervisor, I became Web ” WordPress” developer in the age of 35. I believe that I’ll stick with this profession since I’m in love with WordPress for life.

5 Comments

  1. Linda cole

    I’m I new writer looking to do writing. Can you help me

  2. design

    Any news regarding automated client reports?

    1. Aleksandar Savković

      Author

      Hi,

      Thanks for your interest in our announced feature.

      Performance Check, Security Check and Client Report will have the ability to schedule them on a daily/weekly/monthly basis.

      The checks are getting various notification options like SMS and bulk action ability.

      We are sorry that we missed the expected date but we are on the good path and automation should be available in at most two months since that is the first improvement when Orion replaces the Classic dashboard.

  3. Donna McMaster

    Count me in the 91% happy. This month I discovered the Clone Backup feature and have used it twice to save time setting up a new staging/development site. You folks figure out tools and services that I’m going to need before I realize I’m going to need them! 🙂

    1. Aleksandar Savković

      Author

      Hi Donna,

      I am glad to hear that ManageWP helped you and saved your time. ManageWP’s main purpose is to save your time so you can have more of it for your friends and family or even speed up your workflow.

      Our Customer Happiness Team is always available and you can rely on us at any time.

      Enjoy using ManageWP 🙂

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Over 40,000 WordPress professionals are already using ManageWP

Add as many websites as you want for free, no credit card required. Sign up and start saving time!

Have questions? Get in touch!

Over 40,000 WordPress professionals are already using ManageWP

Add as many websites as you want for free, no credit card required. Sign up and start saving time!

Have questions? Get in touch!

Over 40,000 WordPress professionals are already using ManageWP

Add as many websites as you want for free, no credit card required. Sign up and start saving time!

Have questions? Get in touch!