Our customer service statistics for Q1 are in!
Outstanding customer service is at the heart of what we do at Unity5. We’re committed to delivering an exceptional customer experience, and our support team is at the forefront of this mission. Our stellar team consistently earns top marks for their dedication and expertise, and we’re proud to share our impressive customer service statistics for Q1.
This year, several changes were implemented within the support team, most notably the introduction of a tiered structure to ensure that cases are handled by the most appropriate team members at the right time. This new framework provides a clear and straightforward process for addressing questions or issues, with dedicated team members focused on keeping helpdesk cases moving forward smoothly.
The tiered structure also allows for the identification of specific skills required for various roles within the support team, ensuring that individuals are placed in positions that best align with their expertise and experience. Internally, these processes foster a culture of continuous learning, turning escalations
and internal queries into opportunities for skill development and growth. For clients, these enhancements have led to improved support, ensuring consistent and thorough assistance regardless of which team member they engage with.
Key Achievements:
- 97.2% Satisfaction Score: Our dedication to excellence is reflected in our outstanding satisfaction ratings, highlighting our commitment to meeting and exceeding customer expectations.
- Average Time to First Response: We’ve reduced our average time to first response to just 22 minutes, with 50% of tickets receiving a reply within the first hour.
- 70% Tickets Resolved Within 24 Hours: Our rapid resolution process ensures that 61% of issues are addressed within just 5 hours, and 70% of tickets are resolved within 24 hours.
- 55.6% One-Touch Resolutions: Over half of our tickets are resolved with a single response, showcasing our team’s efficiency and effectiveness.
Oli Pelliccio, Director of Implementation at Unity5, shares his perspective on our support team’s performance:
“We are incredibly proud of our Customer Service Team for their outstanding performance this quarter. Their dedication and hard work are key to our success and demonstrate our commitment to providing unparalleled support. Our exceptional service statistics are a direct result of their efforts, and we couldn’t be more thrilled with their achievements.”
But don’t just take our word for it – hear from our satisfied clients about how our customer service team has impacted them. Rachel Baxter, Operations Director at Total Parking Solutions, comments:
“Unity5’s Zatpark has proven to be an invaluable asset to our operations. The efficiency and effectiveness of their service are unmatched. From rapid responses to swift resolutions, their support team ensures that our needs are met promptly and professionally. It’s clear that Unity5 is at the forefront of innovation in enforcement management.”
As we continue to evolve, our priority remains the same: ensuring that every customer interaction is seamless, effective and exceeds expectations.
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