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
Thought: One of the most valuable features of Twitter as a publishing platform is that the writer has a much better sense of who they’re communicating with. There’s a “Following” list which puts names and reputations behind a readership. Furthermore, the writer can indirectly assess the likelihood of their content being consumed based on followers’ account activity. “Blogs” and older publishing platforms don’t have this vibrance; they have pageviews, time on site, and other metrics distant from the purpose of publishing.