Wow, what a summer it’s been at ManageWP! With Q4 on the horizon, we have plenty of updates from our Customer Happiness team to share in this latest report.
A Little Honest Reflection
Over the last few years, our lightning-fast response times slipped. We felt it, you felt it, and we missed those days when you’d write in and get a speedy, personal reply. Our queue grew, the team got busy, and we lost a bit of our “secret sauce.”
So this summer, we decided it was time for a reset. We focused on the things that made us proud in the first place: quick, friendly answers, and support that actually helps, not just “closes the ticket.” It’s been a team effort, and we’re already seeing the difference.
The Numbers Tell the Story
Customer Happiness Score Improvement
Let’s get to the good stuff: the results! Our customer happiness scores have taken a leap. In June 2024, we were at 72. By this June, we soared to 90. July and August followed suit, both landing at an impressive 89.
Faster Support Response Times
We also sharpened up our response times:
- July: 45% of tickets received a reply in under an hour.
- August: 52% of tickets received a reply in under an hour.
- Only 2% of tickets took more than 24 hours to answer in either month.
- Our average response time is now just over four hours.
It’s not perfect yet, but it’s a big step in the right direction!
Meet the New Faces
Great support takes great people, and we’re excited to welcome two new additions to the Customer Happiness team this summer. With years of hands-on experience in web hosting support, David and Miloš bring a deep understanding of the technical side of things, along with a genuine passion for helping others. With them joining us, we’re bringing even more hosting expertise to our team. We’re excited to have them on board as we move into Q4.
What’s Next?
Earlier this year, ahead of our website relaunch, our support team took the lead in giving the ManageWP user guide a complete refresh and making sure every bit of documentation is clear and helpful for users at any level.
But we’re not stopping there. Looking ahead to Q4, the team’s next big focus will be overhauling all of our troubleshooting resources and updating the FAQ section. Our goal is to make it even easier to find answers quickly.
As always, your feedback is welcome. If there’s something you’d like to see in our guides or FAQs, let us know in the comments. We’re here, we’re listening, and we’re excited to keep making things better for you.
Here’s to the rest of summer! (and to making ManageWP support better than ever.) Thanks for being part of our story!
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