Hello Community,
I want to give you an update on where we are at right now, since the last time I did so was last week.
First, I want to start off by thanking you all for the continued patience and support you have demonstrated over the last two weeks. We realize many of you have had no service or incomplete service for days now and I apologize for this. I can assure you that our entire team is working tirelessly to get through the backlog as fast as possible and as effectively as possible.
To manage your expectations, you should know that our current average time to first response is 12 days. That means that as I write this, we are answering customer messages that were submitted on Friday, Nov 19th, 2016.
Our system pools all Community posts, private messages to the MODS, and social media messages into one feed, and we are working through each of these in chronological order – first in, first out. This way we address the issues that have been going on the longest. Again, we appreciate your patience.
The high level of interest in our promotional plan also brought to light some fractures in our systems and opportunities to improve our support. We will be doing an in-depth review of lessons learned once we’re done going through customer support requests, but in the meantime, I wanted to share some of the most obvious opportunities we have identified:
- A ticketing system for customer support inquiries that acknowledges receipt of your issue, provides a ticket number upon receipt, lets you know where you are in queue and when you can expect to hear back from a moderator
- A cleaner way to organize tickets by type of issue so we can better prioritize
- Activating and porting simultaneously failed for a greater percentage of customers than we had seen before so a group of colleagues from our technology team are investigating quick fixes for these
Unfortunately, these lessons learned won’t be fixed overnight and won’t be implemented quick enough to improve support for those in the queue right now. But, you do have our commitment that we will focus on improving this process.
Finally, to help us manage our volume of requests, we have a couple of asks for our customers who were with us before the Fall promotion:
- If you future dated your plan to change to the Fall promotion and you see in Self Serve that the plan change failed, please give us 72 hours from your plan renewal date before you contact us. We’ve identified an issue that is delaying this change, but the change will happen.
- If there is an inaccuracy in your rewards, we would ask you to please message us after December 5th to get those fixed. We will make sure you get all the rewards you are entitled to, but we want to make sure we are prioritizing customers with no service in the short term.
Once again, I want to thank you for your patience and for sticking with us through what has been a busy and challenging time. We are grateful to have you all in our Community and look forward to building a bright future together.
Sincerely,
Dave
