After recently receiving some feedback about our support, we decided to take a look for ourselves to see how we’re performing in terms of the support we offer to our customers.

Before diving in, let’s build some context. Think for a second about all those times you have spent waiting on hold while trying to resolve network issues with phone companies, connection problems with internet providers, or the countless other times companies have left you waiting a very long time just to answer your questions… hold that thought.

The support platform we use, to manage our support requests, tracks and records everything. It was time to take a look at the data to get a real analysis—numbers don’t lie. After clicking some buttons and running a few reports, we have 3 incredible statistics we want to share with you.

6 MINUTES — This was the first stat to jumped off the screen. “First assignment to first resolution time” = 6 minutes. Wow. 6 minutes people, not 6 hours. What this means is that from the time one of our Support Experts grabs your support ticket, it takes an average of 6 minutes for them to send you the answer and resolve your issue. Impressive. Name another company you know that can do that.

65% — A whopping 65% of the questions we get are answered in only ONE TOUCH, by one Support Expert! Meaning, majority of the time, after the very first response from us your issue is resolved. And as for the rest of the tickets we get, 20% of those are answered in 2 touches—a mere 2 responses to get the question answered or the issue resolved.

1.5 HOURS — The total average wait time is only 1.5 hours. This statistic uses the timing data from the easy questions, as well as the trickier, more complicated questions that we get from time to time. What this is saying is that taking all types of support questions and issues into consideration, you’re still only going to wait, on average, 1.5 hours—not 24-48 hours like so many other companies, only 1.5. This wait time includes the time your ticket might wait before it’s grabbed by one of our support agents. But remember, once that ticket is grabbed, it’s answered and solved, on average, in 6 minutes.

What does all of this mean? It means that here at Simple Salon our Support Team provides excellent customer service and support. When you send us a question, your ticket will be grabbed shortly after, you are not likely to have to wait long to get a response, and that first response is, more often than not, the one that solves your issue.