Fast and great support from the 37signals team. Metrics tracked:
- Percentage “Smiley” (or positive) ratings
- Average time to first response
- Average time to first resolution
- Percentage of cases taking more than four hours to reply
- Percentage of cases getting a response in the first hour
Highrise now has custom fields! Its utility just went up 10x. Most valuable: filtering contacts by custom fields. Now we wait for Wufoo to upgrade their API integration.
Preview: Highrise redesign for 2011. Better layout and improved contact filtering on a redesign to be available beginning January 3rd.