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Support reportCustomer service: Let’s see together how August 2016 went

Hello there and welcome back to our usual monthly report for the results of our support service during the past 30 days.

August is a special month for us, it’s a time in which some of the members of our team take some time off after a year of hard work.

We have tried to work our way around this in the best possible way to keep our Support service up to its name and we are glad to announce we actually managed it.

We kept our support active by using a rotation system and thanks to the tireless efforts of Giuseppe as Support Manager we managed to keep a high customer satisfaction level even in a difficult month such as August.

So let’s see this month’s data in detail:


As usual, among all of the data we collect, there’s two pieces of information of higher relevance: Customer Satisfaction and First Reply Time. While we had to accept a little decline compared to the previous month: the First Reply Time got a little higher compared to the previous months, we still kept our customer satisfaction of 97%!


Now that all of our team is back to full speed, we are fully focused on setting new monthly records during September and we honestly cannot wait to write next month’s reports, to get rid of that bitter feeling we got from those 25 hours of average First Answer Time.

Once again we thank Giuseppe for his efforts and we’ll leave you to the words of some of our recent customers, since every single feedback, criticism or congratulations we receive motivate us and help us get better.

Matthew : I was contacted within 24 hours instructing me on what to do next, i replied and it took a couple of days to recieve confirmation that the problem was fixed. Overall very satisfied and i feel confident contacting them again.

Tyrone WHITTLE : thanks for the help. very satisfied with the help and turnaround time to resolve. company certainly makes customer service an important part of their entire operation.

Parker: Very pleased with (and grateful for) the support I have received. Very fast and friendly, and most importantly, the problems were solved! Thanks again!

Harleigh Allouch: Support got back to me very quick, answered and helped me each time. very appreciative and very good support and we all really love this plugin!! thank you all around!!

Clive: I was a little annoyed initially because the theme didn’t work straight out of the gate but Giuseppe was extremely patient and got me up and running

Joakim : Support is second to none. All questions are answered in a timely manner, and issues resolved within hours. Thanks alot, you deserve all the trust you can get.

Petr Ciza : YITH support was very professional and fast. It was even better than I expected. Well done.

Leslie: Super service. Needed a new feature and they programmed it for me….and to share with others!

Jani: I love it when things work out as they need to! yithemes support is ace – Thank you all

David: Giuseppe provided stellar support! Couldn’t be happier with the result!

Vern: Giuseppe answered my question and went further by offering the help with the custom CSS rules, Very impressed! Tks

Rocky Swartz: Thank you. Your service, support and results were excellent. I am extremely satisfied with support received from Giuseppe. Even to the point of creating new templates for our specific requirements. I can recommend the Yithemes team. Well done!

Jonathan: Many thanks for your excellent customer service. Really does add fantastic value to your already excellent woocommerce membership plugin.

Best support I’ve ever received in my career Giuseppe has been amazing! cheers

P.S. Keep in mind that our support system uses a time based priority system, that resets in case a ticket is updated.

To avoid delaying the answers any further, please refrain from updating your ticket and wait for our developers to answer to it first.