One of the key points you should determine when you sign up for any SaaS tool is the quality of the vendor's support organization. If you run into trouble with the software, or feel confused about the best way to accomplish a task, the support team is your ticket to a solution.
Stitch provides support through live chat and via email. You can click on the magenta icon in the lower left corner of the Stitch screen to start a conversation with our support experts, who know Stitch inside and out.
But don't take our word for that. We have a saying around here: data wins, meaning "show me the numbers." So let's do that:
- In 2019, Stitch support handled 15,917 new inbound conversations — an average of about 63 per business day.
- Across those conversations, we maintained a median first response time of 7 minutes and 10 seconds.
- Our median time to close a support issue was 7 hours, 7 minutes.
Bear in mind that those are median times. At times we get inundated and may take longer to respond. We understand that some organizations like to have response-time guarantees — and for them we offer support SLAs to customers on our Enterprise plan.
I'll close with one more statistic: 94% of customers who rated conversations graded our performance as "good" or "great." That customer satisfaction is a big part of why Stitch is the top-rated ETL platform on G2, the tech product review community.
The Stitch support team: Elijah, Zack, Dylan, Phoenix, Carlos, Moe, and Greg
At Stitch, we pride ourselves on providing the best support in the business. We hope the simplicity of our tool and the quality of our documentation will keep you from having any issues, but if you do need it, it's good to know how great Stitch support is.
Is Stitch's ETL platform a fit for your business? Try us for free and find out.