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20,000 Support Tickets (And Counting)

the 20,000 support ticket

In just half the time, our team has done it again. If you’ve been a long term client of Bytes.co, the title of this blog post might look familiar. Back in May 2018, our support team reached the major milestone of solving our 10,000th support ticket. After using Zendesk for 4 years at that time, we figured this meant we were solving an average of 10 tickets per day. Assuming our calculations were correct in May 2018, our team has since solved an average of 20 tickets per day, meaning we have doubled our average over the last couple of years! 

So why is the 20,000 ticket milestone such a big deal and why is our hosting and support team so essential to our business?

Roughly 50% of our clients signed up with us after having a website built by another agency or freelance web developer. We hear the same story over and over, that the client feels at post-launch, they don’t get the support they need to improve their website, or even keep it securely updated and maintained.” ~ Peter Jewett, Founder

If you don’t already know, Bytes.co is pretty dang good at building websites. Don’t believe me? Check out our portfolio page and see for yourself. What’s important to understand about Bytes.co, is we’re not only great at designing beautiful new websites, but we build them properly to ensure long lasting function. We pride ourselves on our ability to provide each and every client with the best possible product so they get the website of their dreams and a website that they can count on. But that’s not where our services end.

“Whenever Bytes.co builds a new website, we want our client to understand that it’s only the first step. To really maximize the ROI on their new website, they need to invest additional time and budget to make continuous optimizations and improvements over time.” ~ Peter Jewett, Founder

Any competent web developer will be the first to tell you, even the simplest and best built website won’t last forever. Websites need to be constantly maintained, updated, and monitored to continue functioning properly over time. We often like to compare websites to cars. If you’ve ever owned a car, you understand just how much maintenance and attention that car needs in order to keep it up and running properly for as long as possible. Website maintenance works the same way. 

“One of the major things that sets our business apart from the start was that we’ve always focused more on recurring work for our clients than just building new websites.” ~ Peter Jewett, Founder

Our support department is very unique compared to other website hosting providers. Being a small, local Vermont company, we have the ability to get to know all of our clients and provide each and every one with the best service possible. Unlike most website development agencies, we produce matchless hosting and support after we have completed a new website design. Our technical support team prioritizes quick responses, personal emails and phone calls, and a team that you grow to know and love over the years. 

For those of you who are unfamiliar with our process, we use Zendesk to manage our incoming support tickets. To submit a support ticket, clients send an email to [email protected], detailing the issue with their website. Once the email is sent, the ticket is archived to our support queue and our Technical Support Manager, Lilly Romano, assigns the ticket to the appropriate technical support engineer. From there, that member of the team handles the issue at hand and all the client communications.

Email our support team today if you have an urgent issue with your website and/or if you are interested in becoming a client of ours!

Abby Rajotte

Abby Rajotte

Abby began working for Bytes.co in September 2017. Abby has worn a few different hats since starting at Bytes.co. Initially her role began in the billing and administration department, but has since transitioned to sales and internal marketing. You will likely find yourself speaking with Abby during your free consultation.

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