We do a lot of tracking with support at 37signals and one of the numbers we look at is wait time. If a customer puts in a ticket right now, what’s the average wait time look like?
It’s not a particularly new idea. You see estimated wait times for amusement park rides, heavy highways, and even emergency rooms now. In the support field, it’s not something most people offer up though, probably because the wait time is atrocious.
We put the average wait time right on the Smiley page so you know exactly what to expect. You can see what our average score is like and how long the wait is. If you’re a customer, these two simple pieces of data go a long way in helping relieve that anxiety feeling people get when contacting support.
How good is the team? Well, the last 92 people out of the last 100 that we talked to said great.
How long will I have to wait? Only about 9 minutes right now.
It’s a short and simple addition to the support page that goes a long way with customers.
What’s the average wait time been for your support team?