BeatRoute Customer Support Report, July 2025
At BeatRoute, customer support isn’t just about resolving issues; it’s about reinforcing trust every single day. In the first half of 2025, our global support infrastructure delivered on its core promise: to be responsive, reliable, and relentless in the pursuit of customer satisfaction.
We’ve created this report to give the world a transparent look at how BeatRoute delivers exceptional, enterprise-grade support that our customers can count on.
With a Customer Satisfaction Score (CSAT) of 96%, BeatRoute exceeds the global average of 78% by 18 percentage points, according to Fullview. Along with a Response Quality Index of 92.5% and SLA performance that surpasses global SaaS benchmarks, BeatRoute’s support ecosystem is not only robust but also dependable.
Support Architecture
A multi-channel, multi-tier ecosystem aligned to customer scale.
BeatRoute supports its enterprise and mid-market customers across diverse geographies through a streamlined and scalable support model.
Supported Channels
- Email Support: Direct inbox support with context-aware handling
- In-App & Web Portal Chat: Embedded for real-time response
- Phone Support: Global helpline via India support center
- Support Ticketing : Seamlessly accessible via the BeatRoute web portal
- Languages:
- English as the default
- Local languages via our channel partners (wherever applicable)
- Automated translations on email handled on a best-effort basis
- English as the default
Support Tiers & Scope
BeatRoute’s support services are structured to address both technical and operational needs at scale. The following tiers outline the scope and nature of support provided to customers.
| Tier | Description |
| L1 Support | Basic troubleshooting, usage support, and admin guidance. Included by default for up to 250 named users. Commercial extension via BeatRoute or partners is available. |
| L2 & L3 Support | Technical escalation support for malfunctions, system bugs, integration issues, or backend configurations. Managed directly by BeatRoute’s partners support and engineering teams. |
Coverage Hours
To ensure consistent responsiveness across time zones, BeatRoute operates with defined service windows for its global and partner-led support functions. The following table outlines the standard coverage hours:
| Support Layer | Service Window |
| Global Support (BeatRoute HQ) | Mon–Fri, 10:00 AM to 6:00 PM IST |
| Reseller Support (If applicable) | Mon–Fri, 10:00 AM to 6:00 PM (local time) |
Priority Support via Customer Success Manager (CSM)
Priority support is available via an explicit commercial agreement with specific details defined for each customer. A designated CSM acts as the escalation point for P0: Showstopper issues and facilitates structured intervention across time zones.
Issue Classification Matrix
| Priority Level | Definition | |
| P0: Showstopper | Platform unusable; operations blocked entirely | |
| P1: Business critical with no workaround | Critical failure impacting business, no alternate path | |
| P2: Business critical with workaround | High-impact issue with workaround resolution available | |
| P3: Decorative improvements and new feature requests | Suggestions, enhancements, UX/UI feedback |
Ticket Performance Overview: Jan–Jun 2025
From Jan to June 2025, BeatRoute’s support function demonstrated consistent performance and strong closure discipline.
| Metric | Performance |
| Resolution Rate (as of now) | 99% |
| SLA Compliance (Overall) | 92% |
| Open Tickets (inclusive of receivables from late June) | 5.5% of total volume |
| Tickets Open Beyond 30 Days | 1.4% of total volume |
Why it matters: Ticket velocity reflects how efficiently and effectively a support team manages incoming workload.
SLA Compliance by Priority
BeatRoute’s SLA performance significantly exceeds typical SaaS benchmarks (~85–88%) and reflects disciplined triaging and prioritization.
| Priority Level | SLA Compliance (Jan to June 2025) |
| P0: Showstopper | 100% |
| P1: Business critical with no workaround | 92% |
| P2: Business critical with workaround | 89% |
| P3: Decorative improvements and new feature requests | 80% |
Mission-critical scenarios (P0, P1) received full or near-complete SLA adherence, highlighting BeatRoute’s readiness in time-sensitive business environments.
Why it matters: For B2B SaaS brands serving distributed field teams or sales-critical operations, SLA breaches can disrupt business continuity.
Time to Resolution
BeatRoute continues to outperform industry norms in issue resolution across all priorities.
| Priority Level | Avg. Resolution Time |
| P0: Showstopper | 1 day |
| P1: Business critical with no workaround | 3.1 days |
| P2: Business critical with workaround | 8.5 days |
| P3: Decorative improvements and new feature requests | 13 days |
Why it matters: For high-priority tickets, even small delays can lead to missed sales, delayed deliveries, or lost trust.
Customer Satisfaction (CSAT)
Built on consistency, empathy, and context-awareness
A CSAT score of 96% underscores our customer-first culture, proactive communication model, and disciplined follow-through on every issue.(~78% is an average benchmark according to sqmgroup)
Why it matters: High CSAT indicates consistent, positive customer experiences.
Response Quality Index
Driven by timeliness, technical accuracy, and tone
BeatRoute’s Response Quality Score stood at 92.5%, reflecting a high standard of accuracy, helpfulness, and resolution clarity across all communication.
Why it matters: Fast replies mean little if they lack clarity. A high response quality score reflects BeatRoute’s commitment to first-contact resolution and professionalism.
Enabling Retail Sales & Distribution with Enterprise Grade Support
BeatRoute’s customer support framework continues to evolve as a critical enabler of retail sales and distribution excellence. We empower field teams on the ground, assist channel partners in remote markets, and equip enterprise IT stakeholders with dependable resolution. Our support operations are built to keep systems running and teams aligned.
With a 99% resolution rate, top-tier SLA adherence, and 96% customer satisfaction, we don’t just respond. We anticipate, guide, and protect your momentum.
Our commitment is simple yet powerful: to support your business growth at scale, with speed, precision, and a relentless focus on uptime.
Ready to see how BeatRoute’s customer support can drive reliability across your retail sales and distribution operations?
👉 Book a Demo today
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