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The Flu Bug Found Support

With a new year in Hudl Support comes a new face. We welcomed Haleigh Riggle to the team in January, and she’s been kicking butt and taking names from day one. She might even put the rest of us out of work. Luckily, we’ve stayed busy enough that it’s still too much for just one person to handle. Take a look at what we mean:

We took a total of 5,596 calls in the month of January, which is a 12% drop from December, but only a 2% drop from last January. That’s an average 243 calls per day, giving us just enough time to brush up on our ping pong skills.

Unlike the phones, our email lines slowed down over the last month. We only saw 6,893 emails, which is the fewest since July. But don’t worry, we answered 3,503 chats, which is the most we’ve ever done in a single month. It inspired a throwback to the days of AOL Instant Messenger, and the opportunity to tell our parents that the countless hours spent chatting with friends are finally paying off.

Unfortunately, flu season hit the support pit like a ton of bricks, knocking out more than half of the team for days at a time. We answered 54% of calls within 30 seconds, 71% within a minute, and 91% within 3 minutes. We’re also trying out new staffing strategies - always looking for ways to improve the support experience - which could also contribute to the lengthier hold times, and we’re getting a better idea of what works and what doesn’t. Add that to the end of the flu invasion, and 30 seconds is once again the norm!

Despite the longer than normal hold times, coaches were still sending great responses to our surveys, which makes us feel nice. Out of the 1,114 survey responses, 96.4% said they had an awesome experience, and 99.64% said they would hire the person who helped them.

Those numbers are great, but when there’s still room to improve, we’ll either do it, or get the flu trying. As always, let us know if you have any issues, questions or comments. There are so many different ways to do it, and we really love to help. Like, really really.

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