Support Chat Usage Pattern (Nov 2021 to May 2022)

[adarshmadrecha]

As per our transparency policy, we periodically share the usage statistics of Jamku. View latest report (March 2022) here.

For the 1st time, we are sharing our usage of "Support Chat".
For those who haven't used our support chat, you can chat with our support executives using built in chat in Jamku. Click on your name on top right and click on Support Button.

We use tawk.to to manage this real-time chats between Jamku users and support team members. Here are some of the screenshots from tawk.to Analytics.

We hope this gives you a fair view of scale of our live support system. Please note that as of now only about 40% of Jamku users reach out to us via Support Chat, while others reach out to us via Email, WhatsApp and direct call. We are greatful to these users who use our chat system as it allows us to better manage the queries.

Volume of Chat

From 1st Nov 2021 to 19th May 2022, we have received close to 2900 Chats. On a typical working day, we receive 35 to 40 chats. As it is evident from the chart, number of weekly chats from April onwards have doubled. This can be attributed to offices starting afresh with Jamku in the new financial year.

Note: This is only the number of chats we have answered.

Missed Chat

Not all chats are answered. Sometimes the support team members are busy or are on lunch/coffee break. This chart shows the weekly missed chats in last 6 months.
We strive to further reduce the number of missed chats. The percentage of missed chats to total chats is 4% (122 / (122+2884)).

For all the missed chats, our support team reaches out to them via WhatsApp/call once they are available. So, be rest assured, all 100% chats are answered. It's just that about 4% don't get the query resolved in real-time.

Duration of Chats

This denotes time from chat starting to closing the chat by users. On an average the chats last between 10 to 15 mins.
The chart here shows the average chat duration and also longest chat duration in that week. This also shows that sometimes resolving the query takes so much time; reason: if the query is not resolved on chat, we connect with user over AnyDesk and solve the query. Then the user closes the chat.

We invest huge amount of time and effort in ensuring all the queries are answered to the fullest. No doubt we won "Best Support" award in practice management category (by Software Suggest)

First Response time

The time it took for our support team members to send the FIRST message in chat, after the chat was started by user.
As seen in the chart, our average 1st response time is between one to three minutes. 👏🏻👏🏻

We believe we have held ourselves to high standards when it comes to providing support. For this, we are thankful to the entire support team of Jamku 👩🏻‍🦰.