HotDoc Service Levels for the week of 14/02/22

Dear HotDoc Community,

Welcome back to another update regarding HotDoc servicing levels for the week commencing 14 February, 2022.

HotDoc Support Wait Times 

For the week commencing 14/02/2022, HotDoc are meeting the following service levels:

• 90.1% of the time, we’re responding to your web form/email enquiries within 2-6 hours from a ticket being received. 
• For our phone lines, our average answer time sits under 1 minute depending on volumes 
• We’ve answered 75% of calls in under 60 seconds, an improvement of 2% from last week.
• We’ve seen an abandonment rate of 7.7% (calls that disconnected before being answered by an agent), an improvement of 1% from last week

What are we doing to improve?

• We’re seeing early success in our fallback phone system with our SLA metrics improving slightly from the previous week and hope to see this continue to trend positively 

How else can I get help?

• If you are in line for a call and are unable to wait during busy periods, leaving a callback will allow our agents to get back to you as soon as possible!
• If your matter is not immediately urgent, it may be easier and quicker to submit a ticket through our website; submitting tickets saves you some wait time and keeps phone lines open for urgent matters.
• Visit the Support Centre or HotDoc Academy for an immediate answer to any 'How do I?' type questions.

Thank you for a great week!