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Support reportNovember Support Analysis: An absolute RECORD!

We are getting closer to the end of 2016, the year in which we most decided to invest time and effort into our technical support service and here we are again, sharing the results of our work with you all.

During our last month’s report we couldn’t hide a small note of regret, as we got so close to our customer satisfaction top rate ever. Remember what we said?

“October gave us great satisfaction and a little regret: we got close to 99% satisfaction rate, a great result for us.”

Well, no regrets this time! We are happy to share with you all our achievements of last November, an absolute RECORD!


It’s not easy to describe the effort we put into this and the amount of satisfaction received in having it repaid, the only thing we can truly do is thank you all.

Thank Giuseppe for all of his work with the Support team. Thank all of the developers hardly working on their products, and clearly thank all of you.

Our 99% satisfaction rate raises the bar of our goals even higher. Realistically speaking, it would be impossible to reach 100%, there will always be cases of dissatisfaction for one reason or another, but we are a bunch of stubborn dreamers, as proven by our constant growth during the past few months.

Those two digits make us very proud, but let’s not forget the other record we set this month: the first answer time to our support tickets is down to 14 hours!


Compared to last January, we halved the first response time, getting closer to an immediate tech support service. As usual, I recommend that you don’t update your ticket until you receive an answer from our support team, in order to avoid delays.

We are only one month away from the end of this year full of satisfaction for us.

As established, we conclude our report with some of the hundreds of comments and feedbacks we received from you all. You are always so many!

Madeleine : Very reactive! My issue has been solve very quickly!

Peter: many many thanks for all the great support in the past, this i never get before with any of my used templates and plugins 200 points from me for you!!

Travers: Amazing help. I couldn’t make the site look like I needed so they provided me with custom css. Awesome work and fast responses. Thanks Armando

Elliot: Awesome, thanks! Even provided me with some custom code for a little extra functionality I required.

Ramon: Despite the fact Support could not help me this time, it is great to know you are there if needed… Many thanks.

Shabnam: Giuseppe worked with me to help customize the appearance of the color filter. Thank you!

Ramon: Fast and Efficient… not the first time I get excellent support. Many thanks.

Ali: Hi. The solution that Giuseppe has provide was very helpful and I appreciate that. Regards, Ali

Evan: Giuseppe is outstanding with his support to provide solutions to requirements at a very fast pace!

Turtleboy: Very prompt response and had the issue I was having figured out very quickly. Thanks!!

Laura: I love all the plugins, but most I feel so happy, because if I have a problem or a doubt, always receive the best support!!!! Thanks!!!

Jemma: Brilliant support as always! Would not hesitate to recommend YITH to others.

Daniel: They went above and beyond for me! You can depend on them!

Slava: @You simply the [email protected] (Tina Turner) 🙂

Ronald: It was great being assisted by Giuseppe, courteous and professional. Had all the answers and helped me gladly.

Bill: I wasn’t expecting a quick response but I got one. The problem was discussed and resolved right away. Very impressed! Thanks!

Sandii: Giuseppe really helped me out when I couldn’t get the plugin configured. Really patient and helpfull. The support alone is worth buying the Multivendor plugin!

Wyman: Excellent service, I really appreciate the dedication to excellence of continual upgrades to functions for the YITH plugins, I am more happy about the service with YITH than I can express in words, so thank you all very much 🙂

Michael: Really quick resolution, nice to have support for a product you buy. You don’t get that with all developers. You guys are great.