{"id":950397,"date":"2016-07-14T17:19:38","date_gmt":"2016-07-14T17:19:38","guid":{"rendered":"https:\/\/wpml.org\/?p=950397"},"modified":"2016-07-14T20:34:40","modified_gmt":"2016-07-14T20:34:40","slug":"june-support","status":"publish","type":"post","link":"https:\/\/wpml.org\/he\/announcements\/2016\/07\/june-support\/","title":{"rendered":"June support report"},"content":{"rendered":"

\"customer-satisfaction\"<\/p>\n

We thought it would be nice to share with you\u00a0the support statistics for June.<\/span><\/p>\n

We are usually very busy doing our best to keep\u00a0our 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\u00a0share some thoughts and ideas about\u00a0what can be done better.<\/span><\/p>\n

June was quite challenging\u00a0for 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.\u00a0We have also somewhat changed the way we handle matters\u00a0internally, so issues and features reported by you – our clients – will be\u00a0rapidly passed to the correct development team for fixes and reviews.\u00a0In return we can\u00a0make WPML more stable and better\u00a0understand where we can improve.<\/p>\n

Where we did well<\/h3>\n

\"statistics\"<\/p>\n

We succeeded in reducing the resolution\u00a0time by a significant amount, we continually had a high rate of client feedback with the vast majority of ratings "Great" or "OK", and\u00a0we also managed to reduce the number of support tickets by improving support quality and making WPML even better.<\/p>\n

Some of your\u00a0feedbacks from\u00a0June<\/h3>\n

\"testimonial\"<\/p>\n

What we can do better<\/h3>\n

Our first aim for the next few months is to keep lowering\u00a0our response times.\u00a0We understand that when you are working\u00a0on\u00a0a project – time is crucial; we plan to improve how\u00a0clients 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\u00a0for you better and more accurate\u00a0documentation, giving you the option to resolve your issue without needing to wait for us. We\u00a0hope that with these two\u00a0goals, faster response times and more accessible documentation we can\u00a0improve.<\/p>\n

Tell us what you miss in our support<\/h3>\n

We would like to get your feedback<\/a> on things you would like to see happen in how we provide you with support.\u00a0If there's a feature we are missing you have had experiences where we could have\u00a0done\u00a0better please reach out: we are open to any constructive feedback and promise you that these comments will be read and seriously considered.<\/p>\n

Happy summer\u00a0&\u00a0Happy winter from\u00a0the\u00a0WPML Support Team.<\/p>\n","protected":false},"excerpt":{"rendered":"

We thought it would be nice to share with you\u00a0the support statistics for June. We are usually very busy doing our best to keep\u00a0our 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 […]<\/p>\n","protected":false},"author":10760,"featured_media":958716,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_bbp_topic_count":0,"_bbp_reply_count":0,"_bbp_total_topic_count":0,"_bbp_total_reply_count":0,"_bbp_voice_count":0,"_bbp_anonymous_reply_count":0,"_bbp_topic_count_hidden":0,"_bbp_reply_count_hidden":0,"_bbp_forum_subforum_count":0,"ep_exclude_from_search":false,"footnotes":""},"categories":[3],"tags":[10563],"class_list":["post-950397","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-announcements","tag-wpml-support"],"_links":{"self":[{"href":"https:\/\/wpml.org\/he\/wp-json\/wp\/v2\/posts\/950397","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/wpml.org\/he\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/wpml.org\/he\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/wpml.org\/he\/wp-json\/wp\/v2\/users\/10760"}],"replies":[{"embeddable":true,"href":"https:\/\/wpml.org\/he\/wp-json\/wp\/v2\/comments?post=950397"}],"version-history":[{"count":9,"href":"https:\/\/wpml.org\/he\/wp-json\/wp\/v2\/posts\/950397\/revisions"}],"predecessor-version":[{"id":959277,"href":"https:\/\/wpml.org\/he\/wp-json\/wp\/v2\/posts\/950397\/revisions\/959277"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/wpml.org\/he\/wp-json\/wp\/v2\/media\/958716"}],"wp:attachment":[{"href":"https:\/\/wpml.org\/he\/wp-json\/wp\/v2\/media?parent=950397"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/wpml.org\/he\/wp-json\/wp\/v2\/categories?post=950397"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/wpml.org\/he\/wp-json\/wp\/v2\/tags?post=950397"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}