Real-Time Support Status
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 Crowd are consistently higher than our peers.
We hope that by taking this step we can lead the way for the entire industry. Learn more.
How fast do we resolve support inquiries?
Time to First Response (TFR) by channel
Data refreshed daily at 9am PT
Live chat response time
The time between when a customer first gets in touch over live chat to when a Rippling support team member responds.
Median
90th Percentile
0min 21s
90-day average
minutes
% of live chats customers ask to convert to call
Customers can call a Rippling support agent by asking to convert their Live Chat to a Virtual Call. That way, our support agents can talk to customers while they share their screen, in order to help resolve their support case more quickly.
13.43%
90-day average
percentage
Email response time
The time between when a customer first gets in touch via email to when a Rippling support team member responds.
Median
90th Percentile
1hr 13min
90-day average
hours
How effectively do we resolve support inquiries?
First Contact Resolution rate (FCR)
% of cases resolved by first response
First Contact Resolution rate (FCR) is based on the percentage of email and web cases where a support agent was able to resolve a case on the first reply. In the spirit of transparency, we've expanded FCR to show what percentage of tickets required 2, 3, and 4 or more responses to resolve.
40%
90-day average
1st Response
2nd Response
3rd Response
4+ Responses
percentage
Customer Satisfaction
Customer Satisfaction Score (CSAT)
Customer Satisfaction Score (CSAT) is an industry standard customer experience metric that measures customers' overall satisfaction with a product, service, or support interaction. A score of 90 or above is considered excellent.
89.85%
90-day average