We constantly strive to provide unrivalled support to customers of our Web Based Room Booking & Resource Scheduling system. One of the things we’re most proud of is our professional, friendly, knowledgeable, and responsive customer support.
That’s why we regularly review how we’re performing on this front. We also make our findings public too. This helps ensure that customers who’ve taken out an Annual Support Subscription with their purchase of our scheduling software, are getting an unmatched support service!
To maintain our very high standards of service, we analyze the wait times between when a priority support email is received by us, and when a subsequent response is sent. And all these are responses by real people! They’re not some machine or AI generated auto-responder, but instead tailored responses from human!
We’ve now analyzed our performance again – this time for the month of June 2014 and the responsiveness of our support just keeps on getting better! When we first started analyzing our support response times, back in September 2012, we measured support response times in hours. Last September 2013, we felt the need to improve our measurements down to minutes!
The table below shows the percentage of Priority Support emails and how quickly they were answered between September 2012 and June 2014.
| September 2012 | January 2013 | September 2013 | June 2014 | |
| Answered within 15 minutes | – | – | 58.97% | 71.43% |
| Answered within 30 minutes | – | – | 74.36% | 77.14% |
| Answered within 1 hour | 76.29% | 85.95% | 87.18% | 91.43% |
| Answered within 2 hours | 90.72% | 91.23% | 94.87% | 97.14% |
| Answered within 3 hours | 92.78% | 94.74% | 94.87% | 100% |
| Answered within 4 hours | 93.81% | 96.49% | 97.44% | 100% |
| Answered within 5 hours | 94.85% | 98.25% | 100% | 100% |
| Answered within 6 hours | 96.91% | 98.25% | 100% | 100% |
| Answered within 7 hours | 98.97% | 98.25% | 100% | 100% |
| Answered within 8 hours | 98.97% | 100% | 100% | 100% |
| Answered within 9 hours | 98.97% | 100% | 100% | 100% |
| Answered within 10 hours | 98.97% | 100% | 100% | 100% |
| Answered within 11 hours | 100% | 100% | 100% | 100% |
As you can see, between September 2013 and June 2014 we’ve improved again!! During June, ALL Priority Support emails were responded to within 3 hours of receipt. This was regardless of the day of the week, and that’s not an average – that’s…
Every single Priority Support email received in June was given a real, individually tailored, human response within 3 hours (and over 90% of those within just 1 hour)!
Now, how many companies do you know where you can get a real human response to your email that fast, any day of the week!!?
So if you’re considering MIDAS for your organization’s scheduling needs, but are perhaps worried about how good our support is or whether an Annual Support Subscription to MIDAS is worth having, well… the above figures speak for themselves!
…but if you’re still not convinced? Read some of our Customer Testimonials about our scheduling system and the outstanding level support we consistently provide!