2017 Customer Support Statistics

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Customer service is one of our top priorities at RDA Systems. We strive to not only provide excellent customer service, but also complete each request in the most efficient way possible.

We compile data so that we can see our strengths and weaknesses and work to provide the best support possible. Below is an outline of our average customer support numbers for 2017 and first month of 2018.

Efficiency

From the time that a help desk ticket was submitted:

The first call back to a customer was 50 minutes

57% of the tickets were solved within the first two hours of being submitted

62% of the tickets were solved on either the first or second contact with the customer

The average time it took to complete a ticket was 4 hours after being submitted

Customer Service

After each contact with a customer, there is a link to fill out a survey on how we did. Throughout the year of 2017 we received these responses:

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Feedback

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“Very fast and efficient response!  It is nice to speak to someone who is very helpful and pleasant.  Solved my issue immediately!”

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“It is refreshing to know that in this fast paced world we live in, there is a company that still believes customer service means helping the customer. All of the RDA support team deserves a “Way to Go – You Are AWESOME!” You ALL always go above and beyond. THANK YOU from the very bottom line of my payroll distribution!! 🙂 🙂 🙂 “

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“RDA Customer care team are always very helpful and take the time to explain how the system works.”

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“Great service as usual!”

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For more information, visit our customer service page

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