Lesson 106 · Support your customers
Are we answering customers within our response target?
Results, response policy and the customer widget.
You’ll be able to
- Read support results in context
- Check the response target and working week
- Review what visitors share
Transcript
You can now compare your support results with the response target your team has set.
Open Support Stats and choose the period you want to review.
Read how many conversations arrived, how many were answered in time, and the median first reply.
Waiting now is the queue right now. It is not a total for the selected period.
Top companies, Top people and What they were about show where the demand came from.
Open Settings, then Support, to review the response time target. The target marks late replies; it does not close or escalate them.
For a business-day target, check the working week time zone.
The separate support widget settings control its name, greeting and appearance.
Review whether visitors share an email and their current page. The page setting leaves out query strings.
Next up, review a call.
