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The Roomiepedia
  1. How to list a room (Back-end)
  2. Sales Department
    1. Our Mission and Vision.
    2. Useful Links
    3. Recruitment
      1. Junior Sales Representative
    4. Info Hoteles FAQs
      1. Stay at 7
      2. a&o
    5. Sales Team Leader
    6. Coupon
  3. Customer Support
    1. Our Vision
    2. Customer Support Roles
    3. KPI'S (Key Process Indicators)
    4. Tickets
      1. How to create Tickets using Hubspot
      2. Ticket Lifetime
        1. 1-Ticket Setup
        2. 2- Set ticket owner
        3. 3-Action Taken
        4. 4-Stage change
        5. 5-6-7 Task Setting - Follow up and Ticket Lifetime
    5. Booking Process
      1. Double-check Booking
      2. UR Booking Request Proforma
    6. Refund Process
    7. Property Contact Information
    8. Templates
      1. First response
      2. Refund not applicable
      3. No availability
      4. Archer Call
      5. 01 - Booking Response
      6. 02 - Booking Request
      7. 03 - Booking Confirmation
      8. Refund Request (RR)
      9. PayPal Payments
    9. Negative Booking Request Procedure
    10. Glossary
  4. Survey for leads and chats
  5. The Netherlands
    1. Registration Advisory - The Netherlands
    2. REGISTRATION BSN - BSN RNI
    3. Bank Accounts
    4. Health Insurance
  6. Tourist and City Taxes
  7. Correcting information in deal
  8. Community Management
  9. Business Development
    1. The Business Developer Role
    2. 7 skills you need in business development
    3. The Hotel Industry
    4. Understanding Long-stay
    5. Setting up Long-stay Rates
    6. a&o Contacts
    7. Hotel/Hostel criteria
  10. Hotel contacts
    1. a&o
    2. Steelhouse
    3. King-Kong
    4. iPartment
    5. Best Western Plus Amstelveen / Zaandam
    6. Stay at 7 (Delft & The Hague)
    7. Dakura
    8. Neohostel Berlin
    9. Visito Aparthouse (Sofia, Bulgaria)
    10. The Boc (Mallorca)
    11. The Flying Pig (Noordwijk/Leiden)
    12. Van Maric (Berlin)
    13. Hostel Bergen Montana, Noruega
    14. Salerno (Rome)
    15. Sun & Moon (Barcelona)
    16. Art Factory Soho y San Telmo (Buenos Aires)
    17. Babel Departamentos (Buenos Aires)
  11. IT Support
    1. Hosting Size Limit Exceeded
  12. Project Management
  13. ClickUp Project Management System
KPI'S (Key Process Indicators) {{ currentPage ? currentPage.title : "" }}

We measure 2 core Metrics to understand how good our team is doing.

  • Response time - the time between ticket creation date and the first response

  • Average number of tickets handled per day

Response time

Response time is probably the most important metric. The response time should always be as low as possible.

This does not include auto-responses. We are talking about the first meaningful reply to a customer query or issue.

The average response times to customer support tickets should be 3:00hs

This relates directly with the “New” status queue, no ticket should stay in this queue for more than 3 hours.

Average number of tickets handled per day

The average number of support tickets that one customer support agent should handle per day is 24

These metrics will be measure periodically every two weeks/month, or as your customer, support Manager considers it appropriate.

It is normal that if some days there are a low number of tickets open, your average will also be lower, in this case, we will look at the number of tickets in The “New” queue at the end of your shift.

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