In May’s Tryst.link Community Update, Rory spoke about how Tryst.link was growing way faster than we could sustainably hire and train new people, which led to increased wait times around support and onboarding. In July’s Reddit AMA, we spoke about how we were working to get our wait time down by changing the way we deliver support and establishing a dedicated onboarding team.
Since July, you can see the impact this team has had, both on getting our processing time down and maintaining it since September! In fact, some providers have even seen turnaround times of less than a day!
This chart shows the median wait time it took for new providers who signed up to Tryst.link in the last six months to get a published profile. To give you more insight, we’ve broken it into 25th, 50th (median), and 75th percentiles. You can see that about a quarter of new providers get approved incredibly quickly, and more than half are only waiting a couple of days.
The 75th percentile is a bit choppier as it accounts for complex cases or scenarios where we need to provide more assistance helping someone through the process. Overall, our average processing time is three times better than it was in July, and our median is fourteen (14!!!!!!) times better!
I’m incredibly proud of the work this team has done and their efforts in not only processing your submissions as quickly as possible, but also engaging deeply in bettering the experience itself. They bring industry-informed and compassionate decision making to every case, which gives you a better experience and better outcomes. Having this kind of highly engaged and accountable team will continue to be a priority for Tryst.link.
Additionally, our product teams have also been doing a lot of work to improve the workflow so that you have a better chance of getting everything right the first time. As I mentioned in my last site updates post, this work has led to significant completion improvements which also means more people are getting to experience Tryst.link sooner.
I want to offer my sincere thanks to all of you for being patient while we sorted ourselves out. All this work gives us a strong foundation to support our continued growth and your experience. Expect us to apply the same learnings to our other queues, and you can keep track of how busy our support team is on the Tryst.link Status dashboard.
And as always, you can reach out to me anytime at chris@tryst.link - I can't respond to every message, but I will absolutely read them all.
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