Published 29/01/2020

Read time: 4 minutes

2019 was a big year for DenGro in all sorts of ways - our community grew by 140 practices over 12 months; we released our Dentally integration, a huge update to the in-app reports and a new subscriptions management system; and helped practices turn over a massive £23.8million over the 12 months.

Another, often less shouted about, achievement was made by our amazing DenGro Practice Support team.

They’re the ones behind the DenGro web chat, who answer the support telephone line, respond to your emails, and lead the countless webinars that all 345 practices booked and attended throughout the year.

So, to celebrate the DenGro Practice Support team’s efforts, we thought we would break down 2019 into a year of customer service statistics and data...

Web Chat Conversations

The team received 1,458 new inbound conversations over the course of the year. More impressively, this involved a whopping 6,558 replies across each of those conversations.

Response time to support requests

Despite being a small team of 3 (and sometimes 1) they managed to keep the average response time to 2 minutes and 29 seconds.

In February, the team managed to bring that response time down to 1 minute and 1 second.

And some members of the team trumped this with individual speedy bests - but we’ll be keeping those internal to save any team competition...

Busiest times

Surprisingly our busiest time was Wednesday mornings at 10am, with Monday through Wednesday mornings between 9am and 12pm being consistently active.

Who is DenGro Practice Support?

The DenGro Practice Support team is made up of 3 core members - Rich, Dan, and Sara - with a couple of friends who help out with holidays and training days - Russ, Ali and Natalia.

Get in touch

Don't forget, if you ever need to get in touch with DenGro Practice Support, you can call us on 01225 375 025 or pop a message through on DenGro Web Chat - the pink icon in the bottom right-hand corner of the DenGro screen.

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