Starting today and updated monthly we will be publishing the support team’s general performance stats to the website on this page. Each month’s post will be accompanied by a blog post that provides additional context for the numbers; this will also be accessible from a link on the webpage.
So for the first time we are essentially setting a benchmark for support metrics. In this first month we have included results from a support survey we ran late last year, call volume, call wait times, chat incidences/successes and ticket submission rates. Please note: As we refine the data around other critical metrics we will publish those as well.
One of the most interesting lessons we’re learning as we work on support metrics is what the real impact of an incident is on support (ie. how much additional load and therefore cost does an unexpected incident lead to). Obviously we are always working to lessen the frequency of these incidents, but it’s certainly very useful for us to have as detailed a view of support as we are now getting. For those that have taken part in the customer service survey, or who take part in them in the future, thank you. Your feedback helps us to improve what we do.
As a quick reminder, access to some areas of support is based on your level of membership with us, but for certain things all residents have access 24/7. Those things include:
-Billing. Hey, it’s your real money; you shouldn’t have to wait to talk to us. If you have a billing issue, call us. The phone number is in the Support Portal. Keep in mind that most questions can be answered in the Knowledge Base if you don’t want to talk on the phone. For those of you outside of the US, we are working on getting toll free numbers for you as well.. in the meantime using software such as Skype can greatly lessen the cost of calling. In addition, our response times on billing tickets are low so if you are not able to call us, consider creating a ticket instead.
-Special Tickets queue. Even if you are not a paying customer, there are still things you need quick answers for, and that is what the special questions queue is all about. Login with your email address and file under the appropriate ticket heading, and we’ll get back to you as soon as we possibly can.
Anyway, we hope this information will be helpful to you in seeing how great (or less than great) a job we are doing in supporting you in your Second Life, and perhaps shed some light on the volume of issues we are handling day to day, and how far we have come in support over the last year.