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

In 2017, we answered 71,556 emails, calls, and chats - a decrease of 6,865 inquiries

-9% decrease from 2016

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

App Launch History

• 2018:  Launched 5 apps, 13 upgrades (so far...)
• 2017:  Launched 12 apps, 15 upgrades
• 2016:  Launched 14 apps, 22 upgrades

• 2015:  Launched 16 apps, 15 upgrades

• 2014:  Launched 11 apps, 17 upgrades

• 2013:  Launched 21 apps, 22 upgrades

 

So Far This Year...

 

• From January 1 to June 30, 2018, we handled 40,701 inquiries, an increase of 5% compared to the same period in 2017.

 

Stats

• So far in 2018 we're averaging 6,700 interactions per month:
  • Phone calls ~2,625 (39%)
  • Chats ~2,329 (34%)
  • Emails ~1,829 (27%)
• Our average first response time is 1 hour and 27 minutes.
• Our average resolution is 24 hours and 15 minutes.
• Our first contact resolution is 92%.
• Our first response SLA and our resolution SLA is 100%.