Syrve tech support performance Y2021

January 20, 2022 |   | 
Simon Dadswell

Simon Dadswell

Syrve’s headline performance KPI’s for UK: average response time: 1.56 mins, average close time: 82.77 mins.

Syrve Tech Support team have continued to deliver industry-beating standards for Y2021: our average response time was 1.56 mins and average close time was 82.77 mins for the year – and whilst the number of new customers grew significantly, the ratio of support tickets processed fell, which was excellent progress.

See below for our UK support performance week-by-week.

We changed the tracking of one of our key stats ‘average resolution time’ to be even more transparent and accountable to ‘average close time’. The difference being it includes the total time to fix the request and obtain agreement by the customer to close the ticket.

Also, we were delighted by our customers kind TrustPilot reviews. Our overall rating is the highest in the industry: Excellent 4.8.

Syrve Tech Support Performance:

Jan 2021 1-Jan 4-Jan 11-Jan 18-Jan 25-Jan
Tickets processed 35 164 167 170 209
Avge response time (mins) 1 1 1 1 1
Avge close time (mins) 35 9 7 12 14
Feb 2021 1-Feb 8-Feb 15-Feb 22-Feb
Tickets processed 221 226 190 224
Avge response time (mins) 1 1 1 1
Avge close time (mins) 72 77 26 76

 

Mar 2021 1-Mar 8-Mar 15-Mar 22-Mar 29-Mar
Tickets processed 293 300 288 358 380
Avge response time (mins) 1 1 1 1 1
Avge close time (mins) 11 29 23 31 23
Apr 2021 5-Apr 12-Apr 19-Apr 26-Apr
Tickets processed 569 786 567 573
Avge response time (mins) 2 4 2 2
Avge close time (mins) 13 16 57 45

 

May 2021 3-May 10-May 17-May 24-May  
Tickets processed 243 667 717 593  
Avge response time (mins) 2 3 5 3  
Avge close time (mins) 326 76 41 50  

 

June 2021 31-May 7-Jun 14-Jun 21-Jun 28-Jun
Tickets processed 426 495 503 547 552
Avge response time (mins) 2 3 4 3 2
Avge close time (mins) 51 28 40 14 21

 

July 2021 5-Jul 12-Jul 19-Jul 26-Jul
Tickets processed 551 521 435 441
Avge response time (mins) 2 1 2 3
Avge close time (mins) 87 44 74 203

 

Aug 2021 2-Aug 9-Aug 16-Aug 23-Aug 30-Aug
Tickets processed 446 476 422 439 478
Avge response time (mins) 2 1 1 1 1
Avge close time (mins) 154 131 115 97 130

 

Sep 2021     6-Sep 13-Sep 20-Sep 27-Sep
Tickets processed     481 460 401 498
Avge response time (mins)     1 1 1 1
Avge close time (mins)     102 95 182 113

 

Oct 2021 4-Oct 11-Oct 18-Oct 25-Oct  
Tickets processed 416 471 540 543  
Avge response time (mins) 1 1 1 1  
Avge close time (mins) 212 98 72 156  

 

Nov 2021 1-Nov 8-Nov 15-Nov 22-Nov 29-Nov
Tickets processed 521 429 453 403 464
Avge response time (mins) 1 1 1 2 1
Avge close time (mins) 73 110 110 117 127

 

Dec 2021 6-Dec 13-Dec 20-Dec 28-Dec
Tickets processed 390 342 251 216
Avge response time (mins) 1 1 1 1
Avge close time (mins) 105 189 165 103

Syrve_Speak with an Expert BannerOur latest TrustPilot customer review reads:

We have been using Syrve for a while now…

We have been using Syrve for a while now across our franchise system.

The one thing thats sets Syrve apart from all the others is their support. Quick and accurate responses to any given situation.

The one previous to that was pretty cool too:

Superb ROI from start to ongoing support…

From quoting, onboarding and then support Syrve have been faultless. The clarity of their quote, ease at communicating with them helped us decide on the right system for our small business – which was going from paper and pen to POS in one big move! Training was daunting as it was all new but we were soon up and running with hardware that was easy to install and intuitive software to help set us up.

What has been most impressive is the support via Telegram. Literally I have stood at the till and pinged a query to them, only to have it solved in minutes. Every time, without question, they are approachable, efficient and helpful. So much easier than telephone support. They have helped personalise the system to make it work best for us – taking ‘over’ the control screen to add bits and bobs as requested. The ongoing training and support from the training team has been really useful as well and we feel Syrve care that their system works best for us. It has made staff feel at ease and confident using the system.

Overall, for price, quality of service and overall ROI on our business Syrve has been the perfect fit.

 

To read the other glowing customer reviews click here.

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