For many businesses, 2022 was another year of uncertainty, similar to 2020, and 2021. People had to continuously adjust to a “new normal” as COVID, the economic crisis, and other factors were altering our lives.
Since Splynx is a distributed team where most people work remotely, these challenges were easily overcome for us and we kept working in mostly the same way. BUT 2022 caught us off guard…
We began the year on a high note, with a number of significant upgrades and enhancements planned for Splynx, a big release of 4.0 that took us almost 1 year of development. However, unprecedented circumstances meant that we were dealing with challenges we’d never seen before -including keeping part of our team safe – so that we could continue working.
Despite difficult conditions, our main goal is to continue doing our job well and offering you the best product and solutions, and providing service at our fullest capacity. Before we jump into 2023, let’s look back at some memorable moments from last year and see what we’ve achieved together.
One of Splynx’s pillars — we consider it our trademark —is our provision of incredible customer support. When customers reach out and ask for help, we’ll do everything we can to make sure that the query is resolved quickly and in the best possible way.
Thanks to the dedication of our support team and everyday hard work we maintain our KPI: 85% of our tickets are addressed in less than 1 hour. Even in the toughest month, when a part of our support team was unavailable, we processed 1074 support tickets while 60% of our responses were on time (response in < 60 min).
The best compliment we could ever receive as a company is knowing that Splynx has helped local ISPs succeed and has given them a platform for growth. We continuously receive feedback like this:
During this year we delivered a massive update with Splynx 4.0 which resulted in:
✅ Performance and product usability improvements
✅ Product simplification and structuring
✅ UI & UX improvements
✅ New features
✅ New billing flow
✅ Other enhancements and bug fixes
These and other updates are part of our ongoing product development and functionality enhancements that make using Splynx a breeze. We are literally always working on something, whether it is a small fix or the development of a new feature. We received many positive comments from our clients on these upgrades, showing that we are on the right track.
And we want to give you some proof of this…
Since most of our clients had successfully migrated to Splynx 4.0, we decided to conduct 3 product research aspects: Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES). Let’s dive into each one.
CSAT – it is a customer experience metric that measures happiness with a product, service, or customer support interaction through a customer satisfaction survey that asks: “How satisfied were you with Splynx?”
So after reviewing our customer satisfaction survey we received 4.4 out of a maximum of 5.0.
NPS – Net promoter score is a widely used market research metric that is based on a single survey question asking respondents to rate the likelihood that they would recommend a company, product, or service to a friend or colleague. We got a grade of 75, considering that the benchmark for SaaS companies is 41+, we believe it is a good result and we’ll do our best to improve our service and keep it up.
CES – The idea of this survey is to understand if customers have a hard time performing certain actions when interacting with the product, and take the necessary actions according to the survey data to streamline processes. People who take the survey will get to choose between multiple answers – ranging from “Very Difficult” to “Very Easy”. The collected customer feedback is then analyzed to find the average.
Splynx v.4 got a grade of 4.42 out of 5.0, compared to 4.1 of our previous version. It is a good sign that we’re moving in the right direction toward improving and simplifying the Splynx product.
We introduced additional solutions – value-added services like Cybersecurity for ISPs and Wi-Fi hotspots – that are helping Internet service providers in defeating competition, building a strong brand, and attracting loyal customers.
Moreover, in 2022 we updated our website, which is now easier to navigate and it became a great platform for learning. We recommend you check our new rubric – Success stories, where you can read case studies of ISPs (just like yours) achieving competitive advantage and scaling their business with Splynx.
We’d like to thank all of our customers for trusting Splynx and choosing us as a partner for your businesses. We value each and every one of you and cannot express our gratitude enough for your ongoing support. Many thanks to everyone who continues to stand with us!
Did you enjoy this deep dive into Splynx’s 2022? We hope so!
Our team is only a few weeks away from releasing the next version of Splynx v.4.1. We have paid the most attention to the customer portal in this release where you’ll encounter a bunch of useful features to boost your customer service even more!
For the admin portal, we also added a few new features:
And all this along with our constant improvements in performance and product quality.
We can’t tell you everything that’s coming next year, but take our word for it — there’s never been a better time to integrate Splynx and boost your ISP business.
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