Our support team fields a lot of questions - 300,192 questions in 2021 to be exact. This might lead you to wonder - when I submit a ticket, who’s on the other side? Is it even a real person? When will they get back to me? Follow along as we take a dive behind the scenes.
Am I really talking to a person or a bot? Rest assured that when your ticket is responded to it is done so by one of our 29 real-life support leaders or agents. Through the help of our partnership with Goodbay Technologies, we are able to have agents working around the clock to personally oversee that your issue is understood, resolved, and done so with a smile.
Say hello to some of the team below.
I just submitted a ticket, when will I hear back? We understand that one of the most important attributes of good customer service is a fast response time. With this motivation in mind, our team has taken measures that have successfully lowered our first response time by 84% in the month of February.
This brings our average first response time to just over 2 hours and our average resolution time to just 25 hours.
While we are excited about this progress, we’re not stopping here - keep an eye out for a new support feature that is set to launch by the end of 2022. Let’s just say, you can expect your wait time to be reduced even further.
Why does support respond quicker sometimes vs. others? Response time is directly tied to our current volume of tickets. Ticket volume fluctuates for a variety of reasons including, time of year, app updates, system bugs, and new features being released which can lead to questions.
When ticket volume is high, we do our best to pull more agents together to reduce the wait time as quickly as possible.
How many people contact support a day? What kind of questions do they ask? On average last month, we received 920 new tickets per day, totaling over 28,000 new tickets for the month. Users write in for a variety of reasons, some of the most common being: they switched devices, their account was disabled, they did not receive the points they earned, they have questions about new features, or they’ve updated their phone number.
No matter the question - the team is standing by ready to assist.
We hope you enjoyed the VIP tour! Before you rush off, we encourage you to take a moment to see what users have to say about the team below.
Today (and every day), we want to express how thankful we are for our amazing support agents and leaders who are an indispensable part of the Rewarded Play team.
Still have unanswered questions? Reach out to us within the app and let us know.