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?
Skip to main content
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
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
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
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
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.
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
Agree. It is on the top of our list.
Adam, 3D Hubs
26 days later