Syrve Tech Support team have continued to deliver industry-beating standards for Y2021: our average response time was 1.56 mins and average close time was 82.77 mins for the year – and whilst the number of new customers grew significantly, the ratio of support tickets processed fell, which was excellent progress.
See below for our UK support performance week-by-week.
We changed the tracking of one of our key stats ‘average resolution time’ to be even more transparent and accountable to ‘average close time’. The difference being it includes the total time to fix the request and obtain agreement by the customer to close the ticket.
| Jan 2021 | 1-Jan | 4-Jan | 11-Jan | 18-Jan | 25-Jan |
| Tickets processed | 35 | 164 | 167 | 170 | 209 |
| Avge response time (mins) | 1 | 1 | 1 | 1 | 1 |
| Avge close time (mins) | 35 | 9 | 7 | 12 | 14 |
| Feb 2021 | 1-Feb | 8-Feb | 15-Feb | 22-Feb |
| Tickets processed | 221 | 226 | 190 | 224 |
| Avge response time (mins) | 1 | 1 | 1 | 1 |
| Avge close time (mins) | 72 | 77 | 26 | 76 |
| Mar 2021 | 1-Mar | 8-Mar | 15-Mar | 22-Mar | 29-Mar |
| Tickets processed | 293 | 300 | 288 | 358 | 380 |
| Avge response time (mins) | 1 | 1 | 1 | 1 | 1 |
| Avge close time (mins) | 11 | 29 | 23 | 31 | 23 |
| Apr 2021 | 5-Apr | 12-Apr | 19-Apr | 26-Apr |
| Tickets processed | 569 | 786 | 567 | 573 |
| Avge response time (mins) | 2 | 4 | 2 | 2 |
| Avge close time (mins) | 13 | 16 | 57 | 45 |
| May 2021 | 3-May | 10-May | 17-May | 24-May | |
| Tickets processed | 243 | 667 | 717 | 593 | |
| Avge response time (mins) | 2 | 3 | 5 | 3 | |
| Avge close time (mins) | 326 | 76 | 41 | 50 |
| June 2021 | 31-May | 7-Jun | 14-Jun | 21-Jun | 28-Jun |
| Tickets processed | 426 | 495 | 503 | 547 | 552 |
| Avge response time (mins) | 2 | 3 | 4 | 3 | 2 |
| Avge close time (mins) | 51 | 28 | 40 | 14 | 21 |
| July 2021 | 5-Jul | 12-Jul | 19-Jul | 26-Jul |
| Tickets processed | 551 | 521 | 435 | 441 |
| Avge response time (mins) | 2 | 1 | 2 | 3 |
| Avge close time (mins) | 87 | 44 | 74 | 203 |
| Aug 2021 | 2-Aug | 9-Aug | 16-Aug | 23-Aug | 30-Aug |
| Tickets processed | 446 | 476 | 422 | 439 | 478 |
| Avge response time (mins) | 2 | 1 | 1 | 1 | 1 |
| Avge close time (mins) | 154 | 131 | 115 | 97 | 130 |
| Sep 2021 | 6-Sep | 13-Sep | 20-Sep | 27-Sep | ||
| Tickets processed | 481 | 460 | 401 | 498 | ||
| Avge response time (mins) | 1 | 1 | 1 | 1 | ||
| Avge close time (mins) | 102 | 95 | 182 | 113 |
| Oct 2021 | 4-Oct | 11-Oct | 18-Oct | 25-Oct | |
| Tickets processed | 416 | 471 | 540 | 543 | |
| Avge response time (mins) | 1 | 1 | 1 | 1 | |
| Avge close time (mins) | 212 | 98 | 72 | 156 |
| Nov 2021 | 1-Nov | 8-Nov | 15-Nov | 22-Nov | 29-Nov |
| Tickets processed | 521 | 429 | 453 | 403 | 464 |
| Avge response time (mins) | 1 | 1 | 1 | 2 | 1 |
| Avge close time (mins) | 73 | 110 | 110 | 117 | 127 |
| Dec 2021 | 6-Dec | 13-Dec | 20-Dec | 28-Dec |
| Tickets processed | 390 | 342 | 251 | 216 |
| Avge response time (mins) | 1 | 1 | 1 | 1 |
| Avge close time (mins) | 105 | 189 | 165 | 103 |
We have been using Syrve for a while now across our franchise system.
The one thing thats sets Syrve apart from all the others is their support. Quick and accurate responses to any given situation.
The one previous to that was pretty cool too:
From quoting, onboarding and then support Syrve have been faultless. The clarity of their quote, ease at communicating with them helped us decide on the right system for our small business – which was going from paper and pen to POS in one big move! Training was daunting as it was all new but we were soon up and running with hardware that was easy to install and intuitive software to help set us up.
What has been most impressive is the support via Telegram. Literally I have stood at the till and pinged a query to them, only to have it solved in minutes. Every time, without question, they are approachable, efficient and helpful. So much easier than telephone support. They have helped personalise the system to make it work best for us – taking ‘over’ the control screen to add bits and bobs as requested. The ongoing training and support from the training team has been really useful as well and we feel Syrve care that their system works best for us. It has made staff feel at ease and confident using the system.
Overall, for price, quality of service and overall ROI on our business Syrve has been the perfect fit.
To read the other glowing customer reviews click here.