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HN: How many support requests do you get per day?
On average, please give an estimate based on the total number of users you have.
Also, it would be nice if you could break it down into two categories:
- Pre-sales Inquiries
- Existing customer support requests of all kinds.
Trying to get an idea as to what to plan for.
Thanks.
P.S. I know that it will vary according to app and release events (e.g. a major feature release/UI makeover might make support requests spike), but I mean as a general rule on a regular day.
- patio11 16y agoBingo Card Creator has over 200k users (4k paid) and, in a typical week, gets about 2k new trials. (New trial users dominate support requests.) I average about 2 pre-sales inquiries and below one support request per day (call it 5 a week maybe). This is after several years of optimization to kill things prior to them getting in my inbox: if you extrapolated from my 2007 numbers, I'd be dealing with hundreds of emails a day. Appointment Reminder is not nearly as mature, and sales is higher touch than BCC. As a result I end up writing orders of magnitude more email per customer than I do with BCC. The total burden in terms of emails is lower, the time burden is higher because most issues are novel (I haven't had a novel BCC issue in, hmm, months?) I do not use macroed-up responses to CS issues, but I honestly should.
- marcamillion 16y agoThanks as always patio. At least now I have, what I would consider a 'fringe' case. Not in a bad way, but a case that shows me the possibility of having a few K paid users with very light touch daily customer support. Look forward to hearing others.
- aeden 16y agoDNSimple has been in business since June 2010 and has just over 300 paying subscribers. I usually average 1 to 2 support requests per day. I may only get 1 to 2 pre-sales inquiries per week - most sales occur via self-service. I hand craft each response for support emails. HTH.
- marcamillion 16y agoThanks for sharing aeden. How many non-paying users do you guys have (if you have any) ? How many support requests come from those ?
- aeden 16y agoWe don't have non-paying users. :-)