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 reaches out 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.

13.95%

90 Day Average

percentage

Email Response Time

The time between when a customer first reaches out over email to when a Rippling support team member responds.

Median

90th Percentile

1hr 26min

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 % 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 % of tickets required 2, 3, and 4 or more responses to resolve.

49%

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.

91.72%

90 Day Average

percentage