As a leading web support agency, it’s important to stay on top of the latest trends and insights in the industry. Hopefully, at some point, you’ve come across this interesting article from Jitbit that analysed 7 million customer support tickets. The findings from this analysis provide valuable lessons for businesses of all sizes, and render the need to share some of the key takeaways with our readers.
One of the main findings from the analysis was that the most common issues customers were facing were related to password reset and login problems. This highlights the importance of having a clear and user-friendly process in place for resetting passwords and logging in to accounts. Security is a top priority for our clients, and this data reinforces the need to make sure that these basic functions are as seamless as possible.
Another key takeaway from the analysis was the importance of clear and detailed documentation. The data showed that a significant number of customer support tickets were related to questions that could have been answered by consulting documentation. This highlights the need for businesses to invest in creating detailed, easy-to-understand documentation for their products and services. At EXPRE, we understand the importance of clear and detailed documentation, and we make sure that our clients have all the information they need to use our services effectively.
The analysis also revealed that customers often had issues with the installation and setup of products and services. This highlights the need for businesses to invest in creating easy-to-use and user-friendly installation and setup processes. EXPRE web agency is committed to making the installation and setup process as easy and straightforward as possible, so that our clients can get up and running quickly and without any issues.
Finally, the data showed that customers often had issues with the performance and reliability of products and services. This highlights the need for businesses to invest in creating high-performing and reliable products and services. At Cloud Agency, we understand the importance of performance and reliability, and we work hard to ensure that our services meet the highest standards.
In addition to these insights, it is also important to mention the importance of support after handover. We surveyed many UK businesses and found that average response and resolution times fell by as much as 90% after the handover and snagging of the new website is finalized. This is important to keep in mind as you’ll be living with your new website for 3-5 years. Agencies tend to work in cycles, moving teams from project to project. While you get all their attention initially, it’s very likely that this will change since there is not enough work to sustain a stable team on the project. Cloud Agency is committed to providing support after the handover to ensure that our clients have the best possible experience with our services for the whole cooperation time.