Pharrell Williams is not the only one making people happy in 2014. One of our core goals and founding tenets at GreatVines is 100% Customer Satisfaction. After implementing ZenDesk (customer support software solution) two years ago to help manage all support related issues, we have handled over 5,500 tickets submitted by our customers. They contact our Customer Success team via email, phone or through our ZenDesk Customer Support Portal, where they can search and read help articles, documentation and best practices, as well as create a ticket for support.
In total, over 600 tickets have been rated by customers after their tickets have been resolved. We are proud to report that we have earned a 100% Satisfaction Rating (actually 99.5%) from our customers. In addition, our response time is also getting faster. Currently, 45% of tickets are responded to within 1 hour, and over 75% are responded to within the same day.
While 100% ratings of “I’m Happy” is great, we strive for perfection. We have had 3 tickets rated “Not Happy” over the last 2 years, which means we have room for improvement. We are working on some additional Customer Success tools for our customers to access on their own through our ZenDesk Help Center, and also aim to improve our response time and deliver support even faster in the future. At GreatVines, our Customer’s Success is our success. It’s what makes us happy.