New Response Times - Out Of Hours?

chunkysteveo · 2017-03-30T09:23:26.000Z

Loving the new update to the Hubs to show the response time rather than last active. And also the green highlight when under 15 mins and if currently online.

One question which I still can’t see answered or not is if the response time “clock” is still active during “sleep time”? Sleep time being between 10pm and 8am when 3D Hubs are not permitted to send SMS texts. I saw a response about putting the clock on hold into the road map of development, but no confirmation?

I used to pride myself on having ‘minute’ responses, but do see my average wander all over the place and now curious as I do get a lot of repeat customers that log quotes around 12 midnight and in the early morning hours. And it would be bad if my rankings look worse off due to repeat (and new) customers dragging my average down over no fault of their own?

Cheers,

Steve

cobnut · 2017-03-30T11:12:08.000Z

Hi @chunkysteveo I’d like to see something like this as well. For some reason I seem to get way too many orders that come in the middle of the night, or 11:30pm on a Friday, when I’m in no position (sometimes no fit state) to respond, so by the time I’m at my desk I’ve already received a warning/reminder about responding. What is it about 3D customers that has them up all hours of the night?

adamhayek · 2017-03-30T11:16:45.000Z

Hi Stephen,

glad you like the new updates. Currently we do not take opening hours in account. We took the fast approach to validate if displaying response time and “Online Now” will have a positive impact. Now that we know how important this is for the customers, we will work on a proper solution for opening hours in the next quarter.

Adam, 3D Hubs

chunkysteveo · 2017-03-30T11:43:27.000Z

Thanks Adam - so just to confirm… if I customer submits an order at 10pm and I don’t see it till 8am when I get a message - that will add 10 hours onto my response average time calculation?

Steve

chunkysteveo · 2017-03-30T11:44:07.000Z

Haha yeah - 3am was my latest/earliest…!!

adamhayek · 2017-03-30T12:05:54.000Z

Currently yes. From the data we saw a majority of orders are submitted during regular business hours. It is a bit surprising that you get so many orders late at night. We are also considering a faster fix where we exclude these hours from the calculation.

Adam, 3D Hubs

chunkysteveo · 2017-03-30T12:33:23.000Z

Thanks Adam - I may only recall the late night submissions compared to the regular “day” ones as they are unusual to see the time logged. At least we know for now - and I can set up an email alert or something similar on my phone for the new order confirmation emails we still get at the time of logging.

To add a side note - I think the SMS texting is probably the most useful tool on the 3D hubs platform in terms of response and reaction rates!

Cheers,

Steve

cobnut · 2017-03-30T14:03:26.000Z

I would guess that the likelihood of an order appearing inside or outside business hours will depend greatly upon the nature of the order. Someone ordering for a company is probably more likely to order while at their desk (if they work normal business hours!) while someone ordering for a personal project/gift is possibly more likely to finish their model at any time of the day, perhaps late at night or early in the morning if they’re beavering away trying to finish it. (How many times have I been working on a 3D model thinking “I’ll just do this”, then “I’ll just do this”, then finding it’s 3am).

I seem to recall getting a lot of early morning orders, but in truth they’re probably the minority overall, and they’d have to come in when I was actually asleep for me not to at least post a brief response via mobile. I still think it’s a good idea to allow for hours of the day when responses may not be as rapid, both for the customer and the Hub. The customer should be warned that the Hub may not respond until (insert time), and the Hub shouldn’t be penalised for not being able to respond to a posted order at 3am.

serpentes · 2017-03-30T14:10:05.000Z

i had some off-hour orders lately… my average response time went from 20 minutes to over 1 hour

not ver satisfied with the last update… I worry that this will have a negative impact in the customer’s choice

keebie81 · 2017-03-31T11:37:54.000Z

We have made it know multiple times before that this was important. Getting orders while we are asleep and messages 4hrs later saying we should respond to customer. Now that the actual time is shown and not just an estimate like under an hour it is even more important.

adamhayek · 2017-03-31T11:42:18.000Z

Agree. It is on the top of our list.

Adam, 3D Hubs

jminer85 · 2017-03-31T13:06:12.000Z

my hub says 9 hours response time. I have never taken 9 hours to respond. but all my orders so far on this site have come through during over night. also has anyone else had a problem with the text messages not getting to you for a few hours. some times I get them right away but most take over an hour to get to me.

adamhayek · 2017-03-31T13:34:42.000Z

That is not response time but Accept decline time. Response time is calculated from Accept decline time and Order comment time. Your actual response time displayed on the site is around 3 hours. I know this is a bit confusing so we are working on displaying a graph with Response time on your Hub Insights.

I will investigate your problem with the sms delivery, but it is a 3rd party service which makes it hard to debug.

Adam, 3D Hubs

chunkysteveo · 2017-03-31T14:01:36.000Z

Regarding the SMS service jminer85 too - it is only “active” between 8am and 10pm… any updates or new orders after 10pm will only get sent to your phone at 8am.

Steve

jminer85 · 2017-03-31T14:26:39.000Z

thanks for the response I do thing this is the problem as most of my orders so far on this site have been late night orders.

jminer85 · 2017-03-31T14:30:55.000Z

sorry but I checked and response time that is displayed on the site is 6hr 59 min. I checked and yes the 9 hr was the wrong metric I do apologies about that. but still I don’t wait 7 hrs to respond. where did you see 3 hr response time? here is screen shot of what people see.

serpentes · 2017-04-27T05:09:49.000Z

how long would we have to wait until this issue will be fixed?

chunkysteveo · 2017-04-27T09:39:00.000Z

Probably a while, as it’s not really a “fix”, more of an update. Now that response timing is taking more presedance, 3D Hubs are changing how that it timed, but they are not “fixing it”, but changing how it works.

Soon hopefully!!!

Currently if I get a text or email for an order during the day, I aim to react/respond in seconds just to help my average if one then comes in at night. It’s not a good solution, but all I have for now!

Steve

moddhayward · 2017-04-27T20:09:46.000Z

This cannot happen soon enough. I’ve been hit badly by several out-of-hours orders and have gone from 10 minute response time to several hours, with no actual opportunity to respond (being asleep and all that).

jminer85 · 2017-04-27T23:22:32.000Z

there post was 27 days ago I don’t thing they care much about fixing things.