Recently, we sent our customers surveys to gauge how everyone is getting along with Ticketsolve. In this post, we wanted to share some of these results with you and what we will be doing in response to some of the feedback.
We asked five questions:
Q1 How would your rate the Ticketsolve System on a scale of 1-10?
90% of customers rated Ticketsolve 7.5 out of 10 or better.
Q2 How would you rate Ticketsolve’s Support Service?
94% of customers gave the support service 7.5 out of 10, or better. With 63% of customers rating Ticketsolve support 9/10 out of 10.
Q3 How can Ticketsolve help you to get the most out of your system?
(a) Updating the help notes in a more using friendly to aid easier searching of queries.
Result: Our Mindtouch notes section has already been revamped
(b) More directed help in utilising the various features that Ticketsolve offers, so that they may improve their use of the system,
Result: Currently offering one on one consultancy with our cutomer base on how they can acheieve their goals through the system
Q4 What areas of the system would you like to know more about?
The most popular answers from customers where to find out more on reporting and the discounts module.
Result: Reporting webinar scheduled for this month
Q5 What future developments would you like to see in Ticketsolve?
The majority of answers focused on the use of Ticketsolve on mobile/tablet devices.
Result: Watch this space
In the meantime, we’d like to remind everyone that you can contact the support team at anytime, either by zendesk/the helpdesk within Ticketsolve, by emailing firstname.lastname@example.org, or by calling us on the support number +353 14100647, this is the same number for out of hours support should you require it.
At Ticketsolve, we take our support service very seriously. It is our number one priority in ensuring we provide a high level of customer service at all times. As you may be aware, we use our helpdesk system, zendesk, to organise all support issues, and to track and respond to all queries in a correct and timely mannner. An audit of zendesk has shown that 99% of requests that sent are sent during office hours, are responded to within 30 minutes, and that 74% of issues and requests coming through are resolved within 1 day. This high level of reaction helps to maintain a very strong and responsive support service to our customers.