Customer Service

2017

Call Volume History

In 2013 we answered 41,901 emails, calls, and chats*

In 2014 we answered 59,337 emails, calls, and chats - an increase of 17,436 inquiries

29% increase from 2013

In 2015 we answered 70,949 emails, calls, and chats - an increase of 11,612 inquiries

16% increase from 2014

In 2016, we answered 78,421 emails, calls, and chats - an increase of 7,472 inquiries

10% increase from 2015

*No % increase since call tracking started in Q4 2012.

Since 2013, call volume has increased 47% with no increase in staff

App Launch History

  • 2016:  Launched 14 apps, 22 upgrades
  • 2015:  Launched 16 apps, 15 upgrades

  • 2014:  Launched 11 apps, 17 upgrades

  • 2013:  Launched 21 apps, 22 upgrades

More apps year over year, no additional staff

 

Since 2013, 62 new apps  have been released and 76 apps have been updated with no increase in staff

Call Experts History

  • Pricing - .70c min

  • Fees
    • 2012 (May+)  $14,814.18*
    • 2013  $14,688.63*
    • 2014  $24,244.95*

    • 2015  $21,612.82*

    • 2016 $35,273.35

      • Total # of hours spent: 131.6 hours
      • Total # of calls: 10,734
      • Amount spent: $35,273.35

*call data coming soon...

Top 10 Calls of 2016

Total Requests by CSR

2016

 

 

 

 

 

 

 

 

Total number of requests (phone, chat and emails) answered by each CS member from Jan 1, 2016 to Dec 31, 2016.

Total Requests by CSR

2015

 

 

 

 

 

 

 

 

Total number of requests (phone, chat and emails) answered by each CS member from Jan 1, 2015 to Dec 31, 2015.

Total Requests by CSR

2014

 

 

 

 

 

 

 

 

Total number of requests (phone, chat and emails) answered by each CS member from Jan 1, 2014 to Dec 31, 2014.

Total Requests by CSR

2013

 

 

 

 

 

 

 

 

Total number of requests (phone, chat and emails) answered by each CS member from Jan 1, 2013 to Dec 31, 2013.

Customer Happiness (Emails only)

2016

87% Awesome

6% Just ok

7% Not good

2015

90% Awesome

4% Just ok

6% Not good

2014

84% Awesome

8% Just ok

7% Not good

A new hire will...

 

  • Minimize burnout, increase job satisfaction
  • Minimize risk of turnover
  • Be partially offset by lowering existing call experts fees
  • Allow more flexibility to include CS staff in user tests & design work earlier in projects.
    • Usability testing as a deliverable
  • Create new roles within team

Given a 47% increase in call volume since 2013...

62 new apps + 76 updates since 2013...

CS

By Rosie Warfield

CS

State of customer service at HIC entering 2017

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