Update: The New PrimaHelp Portal

HelpScreens
Important Notice

Please note that the following notes are a simple update of where we are up to with the new platform. For more information, feel free to contact steve.dennis@primasoftware.co.uk.

It’s been a busy month for the team!

We now have more 97% of our user base live on the new PrimaHelp portal, and we’re really grateful for your help and enthusiasm to get involved.

Now that pretty much all of our users are on board, we can focus on driving improvement, with faster, more comprehensive responses to our users. We’re already seeing this happening, just within the space of 2 months.

We will be publishing our support figures each month to give our user base transparency of our service performance.

June Customer Care Stats

– Our First Contact Resolution is 59%

– Our First Response according to our SLA is 98%

– Our Resolution time against our SLA is 98%

Live Chat for June

We have resolved 24 tickets through the live chat and the average resolution time is 12m30s. If you have quick training queries, it’s by far the quickest way to contact the team, especially if you have order process training questions.

Knowledgebase content

We are working each week to add new content to the portal, to help answer any questions. If you notice something is missing or it’s not easy to find, please let us know (simply raise a ticket through the portal) and we’ll get the site updated.

General Update

As we continue to invest in our systems to help improve our service for users, we are also investing in our staff resource and are currently recruiting to grow our Customer Care team. We will give an update on this when we find a suitable candidate to join us.

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