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  1. #1
    Join Date
    May 2001
    Posts
    1,513

    Support Questions

    How many questions do your customers usually send inside of a single support ticket or email?

    What's the most number of questions you've got in one support email/ticket?

    What was the longest support ticket you ever received about?

    What percentage of tickets are resolved by your first response?

  2. #2
    Join Date
    Dec 2000
    Posts
    1,280
    Usually for us, most questions come right before a customer is about to signup. They want to know how this and that works and what we do if this happens and so on. Maybe they want to see how fast we reply to their emails as well I don't know.
    (SH)Saeed

  3. #3
    Join Date
    Apr 2002
    Location
    USA
    Posts
    5,779
    Longest I have gotten was a presales questions 32 in total

    Most of our tickets come right after a signup seems few people really read the intro letter we send so we quote the intro letter very nicely explain that most of the answers are in there, then the support tickets slow way down.

    99% of ours are solved on the first ticket, unless there is a config problem we have to work on or something.
    Last edited by The3bl; 06-29-2002 at 10:30 AM.

  4. #4
    I think the most questions in one ticket has been 6 and like Monte said, about 99% of the time they are all answered on the first responce.

  5. #5
    Join Date
    Apr 2002
    Location
    Sacramento, CA
    Posts
    220
    chrisb,

    On average our tickets have 1 maybe 2 questions in each ticket (the customers just like to send 3-4 different tickets).

    Our email gets (presales and general email) between 4-6 questions with usually 2 emails prior to purchase.

    The most questions in one email was around 10-12 or so.

    The longest support ticket (that I ran into) was regarding logging into their email via outlook. (outcome: user put in the wrong password).

    Finally, I would say 99-99.5% are resolved in their first email.

    Hope this helps.
    Joel Strellner

  6. #6
    Join Date
    Aug 2001
    Location
    California
    Posts
    1,136
    If I recall correctly, our highest amount of questions on a ticket was 5 or so. As Monte stated, "99% of ours are solved on the first ticket, unless there is a config problem we have to work on or something." The same applies to us. I think that in order for a company to reduce the amount of helpdesk tickets, a good FAQ needs to be online. We have also noted as Monte has, that users sometimes do not read the initial welcome e-mail where we give step by step instructions on what exactly needs to be done by the client.

    -Steven
    http://www.insiderhosting.com
    BGP Blend of Telia, GTT, Zayo, and Cogent in One Wilshire, Los Angeles!
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  7. #7
    Our current clients just IM us when they need support. The longest pre sales converdation i had was 3 hours.
    Patrick Schrader

  8. #8
    Join Date
    Jul 2001
    Location
    Melbourne, AU
    Posts
    1,392
    Just had a quick chat to one of our support guys about these questions. Here's their reponse:

    1. Generally 1 - 3 questions are contained in a support ticket.

    2. He said the most he has had is 13, although that number could be higher with one of the other support guys.

    3. 97% of support tickets are usually closed off with our first response.
    SERVSTRA | THE HIGH BANDWIDTH SERVER SPECIALISTS
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  9. #9
    Join Date
    Nov 2000
    Location
    Dundee, UK
    Posts
    1,366
    I really hate those e-mails that have about 15 sales questions and are e-mailed to about 30 different hosts.

  10. #10
    Join Date
    Jul 2001
    Location
    Melbourne, AU
    Posts
    1,392
    Yes, especially when their addressed to some general email address. We generally don't waste our time replying to them.
    SERVSTRA | THE HIGH BANDWIDTH SERVER SPECIALISTS
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  11. #11
    Join Date
    Aug 2001
    Location
    California
    Posts
    1,136
    Originally posted by SplashHost.com
    I really hate those e-mails that have about 15 sales questions and are e-mailed to about 30 different hosts.
    Hey Alan,
    We just got that one the other day as well. We noticed you and many other companies were on that list as well.

    -Steven
    http://www.insiderhosting.com
    BGP Blend of Telia, GTT, Zayo, and Cogent in One Wilshire, Los Angeles!
    True Definition of Managed Hosting
    Proudly Offering Shared Hosting, Reseller Hosting, VPS, Dedicated Servers, and Co-location

  12. #12
    Join Date
    Jan 2002
    Location
    Boston
    Posts
    5,010
    I would say normally 1-3 questions per ticket. Tickets are usually closed on the first response if reopened usually is a user issue 99% of the time.. I would say most support tickets we get are from people just signing up, If customers would read the welcome email our tickets would probably be cut by 80%

  13. #13
    Join Date
    Jun 2002
    Location
    Nova Scotia
    Posts
    39
    Support tickets are usually one or two issues, usually closely linked. Pre/Post sales can be a lot more questions, but they're usually pretty easy to answer
    Pride is the match that lights the hatefires beneath us all

  14. #14
    Join Date
    Jan 2002
    Location
    UK
    Posts
    1,541
    usually we get one or two questions per email, as previously said we get most questions before they actually sign up.

    The most in one email was about 10 from a newbie just befor ehe signed up.

  15. #15
    Join Date
    Nov 2001
    Location
    Philadelphia, Pa
    Posts
    949
    Most Support Tickets we get are either pre-sales or immediately following sales (usually people who don't read the intro e-mail ), those usually contain 1-3 questions per e-mail. The small percentage of post-sale e-mails generally contain 1-2 questions and are almost always resolved after 1 e-mail.

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