Dear Client,
Since our last update in November, Hollie has been busy supporting our new recruits into Customer Services. Unfortunately, due to personal circumstances one of the recruits couldn’t join us, but recruitment continues. We would also like to wish Carlie, our longest serving Customer Service team member, all the very best on her new adventure as she leaves shortly to start her Maternity Leave.
As we bring the team up to speed, meeting service levels are likely to be a challenge at times, although we have been gratified by feedback received from some partner firms stating that there has been an improvement. While we are doing everything possible to improve response times and we are trialling different approaches until we return to our full complement of colleagues in Customer Services, the volume of outstanding tickets is likely to rise. In terms of tax year end we will write again, to make sure you are aware of any relevant deadlines and cut-off periods.
We have started work on the Hints and Tips guide, which we will share in due course, to help you navigate the Freshdesk system as efficiently as possible. We have also continued our housekeeping activities, closing tickets older than three months where appropriate. Please do look out for any messages we have sent requesting requirements or to clarify understanding. This activity is helping us achieve a position where we can clearly see what is left to address and to ensure we can accurately measure our service standard performance.
To help with this, we plan to make some changes to Freshdesk shortly, including;
- Introducing new mandatory fields for ticket creation, to ensure that your ticket gets to the right team without unnecessary delay
- Setting tickets to ‘Closed’ once your initial query has been fully addressed, rather than ‘Resolved’. Subsequent queries will require a new ticket, enabling us to re-route tickets accurately
- Removing the ability to reopen tickets once closed. This makes sure we can address tickets in a fair order, accurately measure service standard performance and avoid duplication
- Expanding the Freshdesk Manager escalation criteria, to enable you to highlight closed tickets, where you do not feel we have given a sufficient answer to your initial query (i.e., those tickets you would have historically re-opened)
As per our last communication, we kindly asked if you would raise a separate ticket for each client/query and we can see that this has been mostly adopted, thank you. However, this doesn’t appear to work in all circumstances, such as multiple requests for the same information e.g., requests for or changes to CGT reports. In this scenario, it would be much easier for all, if you raised one ticket, attaching a spreadsheet with the individual details.
The ability to provide a customer satisfaction rating once a ticket is addressed, is providing valuable feedback, so we kindly ask that this is used as much as possible, we are using these results to track our service. Any and every comment is reviewed and considered and where appropriate we will respond.
Finally, our development roadmap will be circulated in February upon internal sign off, when issued we would be happy to discuss as required.
Thank you and please do not hesitate to raise a Freshdesk ticket or email us at customer.services@hubwise.co.uk, if you have any questions.
Kind regards
Douglas Boyce
Managing Director
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