One of the biggest changes we've made during our 2020 sprint was to switch from our regular way of handling support tickets to something more coordinated.
A change was needed for a long time and our decision came on the brink of the development team releasing a ton of new features, features that would increase the ticket count and support demand.
Back in 2016, we were running a 24-hours response time Support department with only one member and that member was handling well under 100 tickets a day. We only had one game mode and one deposit method, so you can imagine how simple everything was.
Nowadays, we have 7 admins handling support tickets in multiple shifts that are specifically designed to cover all the intervals of a day, every day. This means that if you run into a problem in the middle of the night, we'll be there to help you out.
Despite the significantly heavier traffic, we're handling an average of 600 conversations each day, and during events or when important features are being launched, this numbers goes to as high as 2000 conversations a day.
Even so, we managed to reduce the average response time from ~8-10 hours to under 5 minutes, and this is the thing I'm most proud of. The only regret is that we haven't taken steps to do this sooner.
However, even if our metrics are great, there is still room for improvement and this is one of the things that we'll be focusing on in 2021. Most support requests are trivial and get solved very fast. A small percentage of them, usually tickets related to KYC, payments or personal information, etc., need to be escalated to a member with additional permissions to handle certain situations and it might take a few more hours on average to get solved completely.
This is a small inconvenience, seeing the big picture, but nevertheless it's still something that we can work on.
Our goal is to provide our users with the best service possible and when things don't go as planned, to have help available at any time, 24/7.
If you have any comments or suggestions, feel free to reach out to me on Twitter.