6th August 2020

Customer Support Services

July 2020 update

The Customer Support Services team continues to deliver exceptional service for our Sage customers from their home offices across the country. Here is a round up of what was delivered in July 2020 and some of the comments we received.  

Datel Support team results in July 2020

Initial response time to tickets:

  • 48.3% within 10 minutes
  • 16.5% between 10 and 20 minutes
  • 10.4% between 20 and 30 minutes
  • 14.9% between 30 minutes and 1 hour
  • 8.1% between 1 and 2 hours
  • 1.9% over 2 hours

98% average customer satisfaction score

3,536 tickets opened vs 3,524 tickets closed

"Handled efficiently and professionally with great customer service – keep up the great work and thank you!"
Support Customer 16/07/2020
"Great knowledge of how to make the changes we required and constant email contact during the testing process made it feel like the completion of the task really mattered. Thanks again for your help Dan."
Support Customer 22/07/2020
"Detailed Explanation from Joe helping me understand the different paths to resolution – much appreciated."
Support Customer 23/07/2020

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