Back to school is a critical and hectic period for our customers. With a dedicated group of trained professionals, the MagicBox team was able to ensure that our customers had a seamless experience onboarding new users. We are in the final phase of BTS 2022 and are delighted to share our BTS 2022 success.
Key Highlights - BTS 2022 (Past 3 months)
Key Milestones
- Over 125K content files downloaded
- 300 million pages read
- More than 346K hours spent reading
- 245K questions attempted
- 41K audios played
- 55K videos played
- Over 331K annotations made which includes drawing, highlighting, notes and bookmarks.
Server uptime and stability
Server uptime and stability are vital components for BTS success. We provided round-the-clock support monitoring. The platform uptime was 99.99% in the USA and Ireland during this BTS. First Response SLA (15 minutes) met for all field issues with an average response time of 6 mins.
Tier 1 Support
The MagicBox support team provided comprehensive coverage to our global customers during this year's BTS. Our team members provided email support for blocker (P1) issues even during the weekends and holidays.
Around 360 Freshdesk tickets were created during this period, of which 30% were closed on the first contact. The first response is sent to the customers within 6 hrs for 100% of the tickets, which is four times faster than the previous year, and for 80% of the tickets, we were able to close within five business days.
BTS 2021 vs. BTS 2022
