August is a very interesting month since Orion has started its official journey and we have introduced billing from August 1st. In this report you will be able to read more about our Customer Happiness academy, meet some new team members, see our support ticket traffic, read a bit more about some of the mistakes we have made, and learn about our September and October goals.
Customer Happiness Team Training
We have started with Customer Happiness Training in August and we are proud to say that 90% of the attendees passed all of the tests. You might have also noticed that occasionally, you received a reply from a Customer Happiness Trainee. We hope that you are satisfied with their replies and here are some of the great ratings that they’ve been rewarded by you.
They are doing a great job! Speedy response and clear advice. Awesome product, awesome team!!
Every time I have used support I have received a timely response that resolves the issue.
Promptness, support, examples and frankness has been above expectations. Thank you Milos.
What We Can Do Better
Each month there are things that we could have handled better.
Unfortunately, the news of the acquisition wasn’t planed to go live so early, so we hadn’t prepared all of the FAQ’s, and our users didn’t have all of the answers they were looking for. This is something which we hope to make up to you with time.
The other thing that we could have done better is answer your billing questions better with the Intercom integration. Our mascot Manny, should have been there to help guide you through our billing process more clearly.
Lastly, we took more time than we had planned to finish our user guide. This was because a lot of our team members went on a well deserved summer break, and we are becoming a lot more active at WordCamps, which means we have more team members away.
We are always setting our goals for the next month and we would like to hear from you what you would like to see improved. Also tell us what is bothering you the most.
Well Done ManageWP Customer Happiness Team!
We have helped 1683 customers with on average 145 replies per day, or 4344 for the whole month. We managed to keep the First Response time under an hour, which is not a result we were looking for. Hopefully next month we will be able to keep it under 30 minutes.
As August was a big month, and with the GoDaddy acquisition taking place end of August, beginning of September, a lot of the tickets and concerns were related to this. We understand your questions, and the worries you have expressed, but like we said in our tickets and blog comments, we are 100% committed to the quality of our product and to our customers. With time we aim to show you that the ManageWP team is still the same, and our dedication to innovation and detail still remains.
August has focused partially on pricing and on premium features and tools. We also introduced sales tax. Here are some of the most useful articles of the month.
- Orion Sales Tax And VAT Information
- Introducing Slack Integration For Event Notifications
- Automated Security Check Is Live!
If you haven’t already been following our AMA, there is still time to get involved. It lasts for three months, check out who we have lined up for you.
September and October Goals
In the next months, we will keep up with the Customer Happiness training and hopefully some new members will join our team. We are looking for tech savvy, friendly people, who are fluent in English. With new blood and good training we are looking to increase our customer happiness success! We will also continue to work on our automation roadmap, so that in a few months time we can automate more of your workflow.
Like always, help us help you, and give us feedback so we know how we are doing!