Apr
A lot of companies promise to be there after the sale, but when you need support for a product you purchased they disappear. At Mediafour we look at support a little bit differently. If you are having an issue with our software, then it isn’t your problem, it’s ours.
We are computer users too–we know the frustration of asking for help and waiting…..and waiting…..and waiting. You have a question and need help now. We understand and work hard to answer questions and concerns as quickly as possible.
Here is a look at our March support numbers:
[/av_textblock] [/av_one_full][av_one_full first] [av_heading heading=’March Support Snapshot’ tag=’h3′ style=’blockquote modern-quote modern-centered’ size=” subheading_active=” subheading_size=’15’ padding=’10’ color=” custom_font=”][/av_heading] [av_animated_numbers number=’528′ icon_select=’no’ icon=’ue800′ font=’entypo-fontello’ font_size=’60’ font_size_description=” link=” linktarget=’no’ color=’font-custom’ custom_color=’#2d5c88′] Support tickets [/av_animated_numbers] [av_textblock size=” font_color=” color=”]
That is a pretty typical month for support tickets.
[/av_textblock] [/av_one_full] [av_hr class=’short’ height=’50’ shadow=’shadow’ position=’center’ custom_border=’av-border-thin’ custom_width=’50px’ custom_border_color=” custom_margin_top=’30px’ custom_margin_bottom=’30px’ icon_select=’yes’ custom_icon_color=” icon=’ue808′ font=’entypo-fontello’] [av_one_half first] [av_animated_numbers number=’4.6 hrs’ icon_select=’no’ icon=’ue862′ font=’entypo-fontello’ font_size=’36’ font_size_description=” link=” linktarget=’no’ color=’font-custom’ custom_color=’#444444′] Average time for the first respond to a support ticket [/av_animated_numbers] [/av_one_half] [av_one_fourth] [av_animated_numbers number=’40%’ icon_select=’no’ icon=’ue800′ font=’entypo-fontello’ font_size=” font_size_description=” link=” linktarget=’no’ color=’font-custom’ custom_color=’#444444′] Support tickets answered in the 1st hour [/av_animated_numbers] [/av_one_fourth] [av_one_fourth] [av_animated_numbers number=’83%’ icon_select=’no’ icon=’ue800′ font=’entypo-fontello’ font_size=” font_size_description=” link=” linktarget=’no’ color=’font-custom’ custom_color=’#444444′] Answered in the first 8 hours [/av_animated_numbers] [/av_one_fourth] [av_textblock size=” font_color=” color=”]
Our first reply time is 14.7 hours shorter than the industry average.
Times include non-business hours!
[/av_textblock] [av_one_full first] [av_heading heading=’One-touch Resolution’ tag=’h4′ style=’blockquote modern-quote modern-centered’ size=” subheading_active=” subheading_size=’15’ padding=’10’ color=” custom_font=”][/av_heading] [av_animated_numbers number=’72.6′ icon_select=’no’ icon=’ue800′ font=’entypo-fontello’ font_size=’50’ font_size_description=” link=” linktarget=’no’ color=’font-custom’ custom_color=’#2d5c88′] This Month [/av_animated_numbers] [av_textblock size=” font_color=” color=”]
The percentage of tickets resolved in one response to the customer.
That is 36.2% higher than the industry average
[/av_textblock] [/av_one_full] [av_one_full first] [av_textblock size=” font_color=” color=”]
Everyone at Mediafour has a stake in support. From our HR/Accounting/Den Mother Krista to our CEO/President Rick – you never know who is going to answer your question, but you know you will get an answer.
So rest assured, if you need us, we’re here to help.
[/av_textblock] [/av_one_full]