PeepSo Support, 2021 Annual Report

A year ago, I started my previous Annual Report with the sentence: “I suppose 2020 was an exceptional year for all, and because of COVID, it wasn’t a good year”.

It is hard to believe that 12 months later we still can say the same about the whole past year. Again, as a year before, everybody has been affected to some extent. And again, it wasn’t an easy year for PeepSo either. But, like all businesses, we were working hard during this tough time, also trying to mitigate the impact of the crisis caused by this pandemic. Back to my report, here is a summary of the year.

The Team

Our PeepSo team has grown by hiring another support agent. You already know Iva. She started her training in February and she joined the support team in May.

With such an enlarged PeepSo team, in September, we were able to introduce 24/7 support for the 1-year and 5-year Ultimate Bundles subscribers, and 24/5 support for anyone else.

You can see how it affects our response time below.

PeepSo Support Statistics

• The average monthly tickets number in 2021 was nearly 600 and it was around 60 less than in the previous year.
• The average time for the first reply until May-before Iva started- was 7.5 hours, the same as the year before. After that, this time dropped to just 3.3 hours. That is a really good result. Much better than the industry standard which still seems to be around 12 hours.

As for the “Satisfaction Survey” after tickets were closed, in 2021 we received the following ratings:

• “Good” rating in 21% of all cases.  
• “Bad” in 0.5% of cases

Both ratings remain at the same consistent level compared to the previous year.

And finally, an interesting statistical fact. In December we celebrated 20,000 (twenty thousand) closed support tickets since march 2019. Counting from the moment of introducing our own support system.

PeepSo TV YouTube Channel

Our “PeepSo TV” YouTube channel is growing. Currently, we have almost 300 subscribers and over 20 videos. Including the great “PeepSo Features Highlights” series created and regularly published by Sinisa. I sincerely urge you to check it out. Below you can see

More are coming on weekly basis. Subscribe to our channel to get notifications about new videos. If you’d like us to cover any particular features, please do let us know. We’re open to suggestions.

Documentation

Updating and expanding our Documentation is never finished, but we almost caught up on the most pressing articles. That consumed a lot of time and resources, but we know it’s worth it to make your lives easier.

Our plans

We will try to keep up the pace and maintain the response time of around 3 hours. And, as always, we will be working on improvement of our replies’ quality. Apart from that, just everyday hard work. But… we love it! Please remember, we are here for you!

“We believe five-star customer care is the most important part of our mission.”

PeepSo Team

Do you have any questions or comments? Please do let me know below. I’ll be happy to hear from you.

Brought to you by Chris Jaworski

My very first contact with computers and programming was in the 1980s, while getting my Masters of Engineering degree. Despite the fact that most of my past professional experience was more “analog engineering”, I find the skills obtained there (analytical thinking, problem solving, general understanding of technology) very useful in the digital era.