Introducing Redandblue’s support service

Since the spring of 2023, Redandblue has had its own team dedicated to customer service and minor development tasks. Previously, support requests were handled during the standard working hours of all developers.

The need for a separate support team was quickly recognised, and over the course of the year, we hired a total of four experts for this team. We now actively measure the quality of our customer service – we are proud to report that in the last 60 days, 100% of those who used our support service were satisfied with the service they received.

Author: Reeta Laamo
12.9.2024
  • News

Jouni leads our support team and is responsible for any questions related to the team’s operations.

How would you describe your typical workday?
My workdays vary greatly, with no two being the same. My job is a mix of communication, coding, and managing the websites we maintain.

What is a typical support request received by Redandblue?
Typical support requests involve managing WordPress, such as guidance on updating content. We also frequently receive requests for new features on websites, like content blocks.

How quickly do you usually respond to requests through the ticketing system?
We promise to respond to support requests within one business day of receipt, but usually, we reply more quickly. Currently, the average response time to a new support request is 4 hours, and the resolution time is 23 hours.

What kinds of development projects does Redandblue offer for WordPress sites?
We offer services such as image optimisation to lighter formats, speed analysis with optimization suggestions, and accessibility and usability audits.

How is customer satisfaction measured?
Customer satisfaction is measured using a tool in our ticketing system. After each support request is resolved, the customer receives an email notification with an opportunity to provide feedback on the quality of the service.

What is the best part of your job?
The best part of my job is the variety and the opportunity to combine communication, coding, and customer service. Plus, getting to work with pleasant clients and colleagues is a great bonus.

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Our support services are available: