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Dear Client,
Further to my update last month I am pleased to say that our new Customer Service
Manager, Hollie Brook, joined us last week. Over the next few weeks Hollie will be finding
her feet and getting to know our processes and procedures, to fully support you.
As part of our plan to improve the overall experience, we have also been busy recruiting.
As I am sure you will understand, there will be a period of training, with the more
experienced team members supporting the newer ones. We appreciate your continued
support as the team gets up to speed and we deliver for you a larger, stronger, and more
resilient team for the future.
Our management team have been working to review open tickets and we are performing
some housekeeping activities. Any ticket that was answered more than three months ago,
but remained open, waiting for your comment, has now either been closed, or will be
shortly.
A feature of Freshdesk is, that if you reply after a status has been set to resolved, it
reopens the ticket. For example, simply by confirming receipt of our response re-opens
the tickets for no purpose, therefore, a new process has been established to identify and
close these in a timely manner.
Our review has also highlighted that we are not yet replying as quickly as we would like,
and that we can do a much better job. I apologise for this and reassure you that we
continue to look at how we can improve the quality of the service we provide, and Hollie is
already working on this.
As always in a partnership such as ours, there are some things we would also value your
help with. I have summarised below, some opportunities, in addition to those mentioned
last month. We will produce these into a readily available Freshdesk Hints and Tips guide
to help us all.
As previously mentioned, we are working on our continuous improvement plan and will be
issuing a roadmap shortly. A large part of how we will develop is based on how we
capture and act on your feedback. Some of you are already trialling our new customer
satisfaction rating facility and if you are using it, please do continue. However, we will only
reply on the ticket itself, if necessary, as adding a comment reopens the ticket, meaning
performance against service standards cannot be robustly measured. We are looking at
alternative methods to improve this communication.
Finally, whilst still November, I thought this was a good opportunity to confirm our
Christmas hours and these are noted below. During this period, we will be operating with
reduced staff, however, we will be on hand to support with any queries you raise. You can
contact us in the usual way by raising a Freshdesk ticket or emailing:
Kind regards
Douglas Boyce
Managing Director
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