We have been using Freshdesk for quite a long time and it has pretty good reporting tools. Since we have had some changes and we are planning some more in our customer support division, I thought I will check how we have been doing there and I also wanted to share this knowledge with you, since it seemed interesting.
This is not a very detailed overview of CS which is not my task to do, just some food for thought.
Anyway, let's start with the pictures. Here are two sceenshots of how the ticketload has evolved. Two years could be captured month over month so the first one is from January 2017 MoM to Dec 2018. The second one is a comparison from January 2018 to December 2019. The last month is not a full month stats yet as you would presume.
There are a couple of things that seem quite logical. For instance that the ticket load drops in summer and jumps up in September and January when people are going back to clubs and more people are joining.
I also made an analysis a couple of years ago what are the biggest indicators of hight ticket load and the highest of those was new credit accounts created. Another one was GMV.
What is interesting to see at the moment is how the ticket load actually decreases. We are way lower at the moment than at the beginning of 2018, two years ago. Of course, that was a really crazy month. So many new customers joining and ticket load more than doubled in one month.
What came as a surprise and I did not remember at all. September and October 2018 seem to have been all-time crazy months for our CS. Roman and Mariella were eating tickets for breakfast, lunch and dinner, it seems. And I think they were onboarding Evelin at the same time.
But really surprising fact for me is that the ticket loads have decreased ever since. We see the number of tickets going down. Even in absolute numbers.
But let's remind how many users did we have at these data points.
We had 22798 users at the beginning of January 2017 and we grew the number to 34522 by the end of the year. That grew to 46693 by just one month. We finished the year with 71559. By the end of this year, it is 102 000 users.
So there are two things to mention a good and a bad thing. The bad thing is that we seem to have lost the speed of growth which is far from being exponential. The good thing is that our CS seems to manage well and the ticket per user has decreased drastically. So maybe another good news is that there is hopefully some time for CS team and we can increase their activities and responsibilities towards being more proactive. We will discuss that with Mariella and Roman, of course.
Let's continue making our customers happy with the best support team!