4th September 2020

Customer Support Services

August 2020 update

It's been a busy month for our Datel Support Team, but great to see that working to capacity hasn't impacted on quality service. Here's our monthly results and a handful of the wonderful customer feedback the team received in August.

For more information, check out Sage Support from Datel or take a look at the latest feedback from our customers, updated every 15 minutes.

Datel Support team results in August 2020

Initial response time to tickets:

• 59.5% within 10 minutes
• 16.4% between 10 and 20 minutes
• 8.3% between 20 and 30 minutes
• 10.6% between 30 minutes and 1 hour
• 4.5% between 1 and 2 hours
• 0.7% over 2 hours

97% average customer satisfaction score

2,919 tickets opened vs 2,912 tickets closed

"Excellent response time, excellent customer service even after ticket has been resolved, Jayne has given pointers on what to look for in the future as well as explaining why the issue has occurred, excellent all round service."

"The best support possible as always. Instant response and very fast fix. Hats off to Joseph Drummond and Paul Ballard."

Richard was excellent. Methodical in his approach which allowed him to find the issue which was not obvious. Great job, thank you!