{"id":514,"date":"2019-12-04T16:06:26","date_gmt":"2019-12-04T16:06:26","guid":{"rendered":"https:\/\/citrus3.com\/blog\/?p=514"},"modified":"2019-12-05T11:15:05","modified_gmt":"2019-12-05T11:15:05","slug":"citrus3-technical-support-statistics-and-review-for-2019","status":"publish","type":"post","link":"https:\/\/citrus3.com\/blog\/?p=514","title":{"rendered":"Citrus3 technical support statistics and review for 2019"},"content":{"rendered":"\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/citrus3.com\/oursupport.png\" alt=\"\"\/><\/figure>\n\n\n\n<p>As part of our commitment to ensure customers are at the heart of our operations we have published our statistics for December 2018 through until December 2019.<\/p>\n\n\n\n<p>We are always looking at ways to improve our service and we feel transparency about the level of support that our customers receive is a priority.<\/p>\n\n\n\n<p>We have therefore issued our response times to our customers.<\/p>\n\n\n\n<p>Total support requests: 24,480 in the last 12 months.<\/p>\n\n\n\n<p>Our reply time is the following:<\/p>\n\n\n\n<p>0-1 hours &#8211; 22% receive a response to tickets within this timeframe<\/p>\n\n\n\n<p>1-8 hours &#8211; 47% receive a response within this timeframe<\/p>\n\n\n\n<p>8-24 hours &#8211; 30% receive a response within this timeframe<\/p>\n\n\n\n<p>24&gt; hours &#8211; 1% receive a response within this timeframe<\/p>\n\n\n\n<p>Average response time: 6 hours, 17 minutes<\/p>\n\n\n\n<p>Global average response time of other companies who used the same support system (zendesk) as us in the last month: 18 hours.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>As part of our commitment to ensure customers are at the heart of our operations we have published our statistics for December 2018 through until December 2019. We are always looking at ways to improve our service and we feel transparency about the level of support that our customers receive is a priority. We have therefore issued our response times to our customers. Total support requests: 24,480 in the last 12 months. Our reply time is the following: 0-1 hours &#8211; 22% receive a response to tickets within this timeframe 1-8 hours &#8211; 47% receive a response within this timeframe 8-24 hours &#8211; 30% receive a response within this timeframe 24&gt; hours &#8211; 1% receive a response within this timeframe Average response time: 6 hours, 17 minutes Global average response time of other companies who used the same support system (zendesk) as us in the last month: 18 hours.<\/p>\n","protected":false},"author":1,"featured_media":522,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-514","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-misc"],"_links":{"self":[{"href":"https:\/\/citrus3.com\/blog\/index.php?rest_route=\/wp\/v2\/posts\/514","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/citrus3.com\/blog\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/citrus3.com\/blog\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/citrus3.com\/blog\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/citrus3.com\/blog\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=514"}],"version-history":[{"count":9,"href":"https:\/\/citrus3.com\/blog\/index.php?rest_route=\/wp\/v2\/posts\/514\/revisions"}],"predecessor-version":[{"id":527,"href":"https:\/\/citrus3.com\/blog\/index.php?rest_route=\/wp\/v2\/posts\/514\/revisions\/527"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/citrus3.com\/blog\/index.php?rest_route=\/wp\/v2\/media\/522"}],"wp:attachment":[{"href":"https:\/\/citrus3.com\/blog\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=514"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/citrus3.com\/blog\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=514"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/citrus3.com\/blog\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=514"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}