Customer Support Roundup for 2012


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We love our customers.

We don’t mention our awesome Support Team enough. Here’s a look at our support stats for last year!

Total support requests: 6236
Average requests per month: 520.6
Average first response time during business hours: 39.66 minutes
82% of all requests were resolved within 2 emails or less.

Total happy customers: 93%
95% of our customers found our Support Team helpful.

And here’s what our terrific customers are saying:

“In over three years working with the Form Assembly support team I’ve never, never had a bad experience. Just the opposite! Always a quick response with clear directions, screen shots and all the information to move forward. Always exceeds expectations.”

“Hillary and Drew (and everyone at FA) are the best support people I’ve ever worked with. If at some point I need a job I’ll apply to work with you.”

Whoohoo! We look forward to an even better year!

Hillary Walker       Drew Buschhorn

We’re pretty proud of Hillary and Drew, our dedicated support staff, who take time to look into everyone’s unique situations. If you ever open a support request, you’ll probably hear from ’em. They’ll walk you through the process with videos and images from our customers’ own forms, via Snagit. They’re also backed directly by our developers, so you can rest assured that you’ll get the help you need!
But… our Support Team is human, too. Sometimes we mess up. Sometimes there are requests that we need to investigate further, and our response time will slow down… a lot. A few times, when the team’s been really busy, answers to questions have even gotten switched around. We’re always doing our best, but sometimes that may not be enough. And we do care very much about our customers — there’s no FormAssembly without you!

Don’t just collect data
— leverage it