We thought it would be nice to share with you the support statistics for June.
We are usually very busy doing our best to keep our clients' satisfaction as high as we can, but sometimes it's nice to take a step back and look at what was going on in the last month and, what we have achieved as well as share some thoughts and ideas about what can be done better.
June was quite challenging for all of us in support; we introduced a few new features as we are trying to be quicker and more efficient in replying to clients. We have also somewhat changed the way we handle matters internally, so issues and features reported by you – our clients – will be rapidly passed to the correct development team for fixes and reviews. In return we can make WPML more stable and better understand where we can improve.
Where we did well
We succeeded in reducing the resolution time by a significant amount, we continually had a high rate of client feedback with the vast majority of ratings "Great" or "OK", and we also managed to reduce the number of support tickets by improving support quality and making WPML even better.
Some of your feedbacks from June
What we can do better
Our first aim for the next few months is to keep lowering our response times. We understand that when you are working on a project – time is crucial; we plan to improve how clients open new support tickets in a way that will help our teams in have more accurate information from the first step. Another goal we have is to create for you better and more accurate documentation, giving you the option to resolve your issue without needing to wait for us. We hope that with these two goals, faster response times and more accessible documentation we can improve.
Tell us what you miss in our support
We would like to get your feedback on things you would like to see happen in how we provide you with support. If there's a feature we are missing you have had experiences where we could have done better please reach out: we are open to any constructive feedback and promise you that these comments will be read and seriously considered.
Happy summer & Happy winter from the WPML Support Team.