The quality of support provided by a vendor of a core business system is critical. But without any public data, you're left guessing as to the quality of support you'll receive from them. Rippling is the first in the industry to publish its support metrics in real time. We believe this radical transparency is the right thing to do for our customers, and we are proud that our support ratings on G2 are consistently higher than our peers. We hope that by taking this step we can lead the way for the entire industry.
Data refreshed daily at 9am PT
How fast do we resolve support inquiries?
Time to First Response (TFR) by channel
Live Chat Response Time
Time to First Response (TFR): how long it takes for a customer to receive a first response from our support team via live chat.
% of Live Chats Customers Ask to Convert to Call
The percentage of live chat conversations where the customer asks to convert the chat to a phone call.
Email Response Time
Time to First Response (TFR): how long it takes for a customer to receive a first response from our support team via email.
How effectively do we resolve support inquiries?
First Contact Resolution Rate (FCR)
% of Cases Resolved by First Response
First Contact Resolution Rate (FCR): the percentage of cases resolved by the first, second, third, or subsequent responses.
Customer Satisfaction Score (CSAT)
Customer Satisfaction Score (CSAT)
Customer Satisfaction Score (CSAT): the percentage of customers who rate their support experience positively.