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Help Us Help You

Alt textHello. How ‘bout that ride in? I guess that’s why they call it Hudl Support. August is officially over and we’re still trying to figure out what’s going on in life. You’d think that we’d know what we’re getting into, but looking at the numbers is still a shock to the senses. Halfway through our busiest two months in support, let’s recap the totals:

During August, we took 12,798 calls, or over three times the number we took during July. It’s also just about the same amount we took between April and July. Ironically, those numbers are still significantly lower than they were last August (by about 21%) and nearly even with our total calls from August of 2011. Regardless, it’s still a lot of calls. Luckily, it wasn’t as bad as this.

Now we can see what’s REALLY going on here. We answered 13,107 emails last month. 13,107! To put that in perspective, that’s 3,500 more than our previous busiest month ever (August 2012). That equates to over 422 emails per day during the 31 days of August. It continues the email trend that we’ve seen over the past few months. Prior to February, we’d always taken more calls than emails. Every month since then has seen more emails than calls. We also responded to 2,202 chats last month, which was our second busiest month ever. Hooray writing!

The average hold time for the month went up to 49 seconds. We’re actually pretty proud of this despite the fact that our number of total calls was less than last year. The average hold time back then was one minute and 46 seconds.

We set up 1,542 remote sessions in August – about 12% of our total calls.

Our survey numbers more than doubled from July. We received 1,980 of them during August. Of those 1,980:
- 1,923 (97.1%) said their experience was Awesome.
- 1,972 (99.6%) said they would hire the rep they worked with.

Needless to say, we’re excited about the state of things going forward. Our goal is to get people the help they need as soon as possible, and we think we’re getting better at it. If you have any issues or questions at all about Hudl, please don’t hesitate to call/tweet/chat/email/send us a message in a bottle! We’ve heard too many horror stories of coaches trying to figure out an issue for hours before giving up and calling us, then we get it fixed in five minutes. Let us help! It’s what we’re here for.

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