Customer Satisfaction Increase & New Ticketing Process

Earlier this year we segregated our Customer Services department into two support tiers; VoIP and Hosting & Connectivity to enable prioritisation when routing calls and ticket assignment. This provides you with a better, streamlined service.

We understand that our system outage in June left many of you temporarily without service, so we endeavoured to make ongoing improvements to our service, part of which is this revision of the support handling.

Since the change we have seen a steady and impressive increase in positive feedback on our customers’ experiences with the support team:

Gradwell Customer satisfaction

In November we’ve also managed to shorten the wait time for a call to be answered to as little as 34.2 seconds! We have many ongoing improvements in the pipeline, and will continue to try and answer the phone & web chat as fast as possible.

Improved Ticketing Process

We’re currently training staff on our new and improved ticketing process. This includes service and module enhancements to further improve triaging and gain more in-depth knowledge query types, which will enable us to provide our customers with the relevant online documentation and bespoke support.

We’re also working on short ‘How To’ video guides to help you get to grips with our technology, so watch this space!

2013-12-05T11:00:10+00:00

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