As the team grew, we made many improvements and investments in the way we support and help our users and customers.
For example, we’ve more than doubled the size of our support team (the Customer Experience department now makes up 34% of the Hotjar team), including hiring more Support Engineers and creating a new Support Ops team.
Back in Jan 2018, we also moved over to a new ticketing platform (Zendesk) that can scale with us and allow us to manage your requests in a prioritized, more efficient manner.
Additionally, we continue to invest in improving our knowledge base and the overall help experience so our users can self-serve and solve their problems faster. These changes have paid off, as we’ve retained an average support CSAT score of over 95% despite doubling our number of customers and users—which means that if you ever need help with your Hotjar setup or account, you can be sure there’s someone ready to assist you.