HotDoc Service Levels for the month of March 2022

Dear HotDoc Community,

Welcome back to our monthly update regarding HotDoc servicing levels for the month of March 2022!

HotDoc Support Wait Times 

For the month of March 2022, HotDoc are meeting the following service levels:

• 93.3% 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 71.2% of calls in under 60 seconds
• We’ve seen an abandonment rate of 9.8% (calls that disconnected before being answered by an agent)

What are we doing to improve?

• New support hires have started and have commenced training to assist with call volumes
• Overflow routing has now been put into place so we can better manage call volumes as they fluctuate during the day

How else can I get help?

• New to HotDoc and need training? Sign up for our Live Masterclasses through the HotDoc Academy!
• 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 month!