3rd July 2020 | 2 min read

Customer Support Services

June 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 June 2020 and some of the comments we received.  

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 June 2020

Initial response time to tickets:

• 58.9% within 10 minutes
• 17.3% between 10 and 30 minutes
• 9.1% between 30 minutes and 2 hours
• 10.4% between 30 minutes and 1 hour
• 3.8% between 1 and 2 hours
• 0.5% over 2 hours

97% average customer satisfaction score

3,147 tickets opened vs 3,085 tickets closed

"Extremely helpful yesterday afternoon, issue fully resolved and a follow up call this morning to make sure everything was on track - Perfect, thank you!"

"Martin showed really excellent product and technical knowledge to help understand what the issue was and then help us solve it. His solution wasn't straightforward, but saved vast amounts of time by not having to update manually. Very impressive, thank you!"

"I always find Datel helpful and efficient in dealing with my queries. As with her colleagues, Debbie was friendly, helpful and quick to contact me, so as usual I am very happy with Datel."