Suggestions for handling tickets

[gsaunders]

My JodoHost friends,

I must agree with my reseller friends as I have experienced much of the same at times.

- Being in live chat and feeling like I was left hanging until I ask if they are still there.
- Sometimes not getting quick responses. (I have one issue in that phase now).
- Sometimes the language barrier is there, but those that are from native India do very well. (Doesn't happen very often at all)
- Having a ticket that seems like the response didn't really belong to the question.

Anyway, I don't chime in hear to put my JodoHost friends on the defense, but to provide constructive comments that can help only improve a fairly good service as it is. We always can improve things and at times it takes a few good comments to help keep us on our toes.

Thank you.

 

[Yash]

- Being in live chat and feeling like I was left hanging until I ask if they are still there.

That happens either because the support rep is looking into multiple chats or is busy.
Never on live chat would the support operator be handling just you, and hence sometimes you need to wait. Depending on the nature of the issue, you may have to wait between 5 to 15 minutes

Thats why I recommend you use LiveChat for urgent issues. Also, most complicated technical issues won't get resolved on Live Chat, because not always the most experienced support tech is going to pick your chat. He may recommend you put in a ticket.

As far as communication goes, we answer over 100 tickets a day. I am sure your issues with tech support are in a small percent cases. With the fact we are based in India, there is really NOT much we can do in this area. The way I see it, 95% of the communication we have with our clients is clear and hits the point. There are cases where our team may not fully understand the issue. And if they have not, we ask you to clarify.

 

[BalearicJobs]

That happens either because the support rep is looking into multiple chats or is busy.
Never on live chat would the support operator be handling just you, and hence sometimes you need to wait.

You don't take constructive feedback well at "The People's Host" do you?

People that run websites, espically those who would be using a proffesional server such as Jodo host tend to be intelligent people Yash, many probably have some sort of IT background, so I would think it was a given that most people would realise that when in Live Chat, the chances are the support agent is dealing with more than one person, thats fine - the point is the wait time is often extended and its clear that you have been forgotten rather than just "on hold", and also the answers in live chat are occasionally unhelpful and abrupt and like many others have mentioned the answer often doesn't fit the question.

With all respect, I think this thread goes to show exactly what some people are saying - you haven't acknowledged peoples comments and you don't sound like you are listening on this thread, even if you are, you don't sound like it. Instead you have taken the one comment out of the previous responses that you could get a defensive answer in for and used it - it and nothing else.

As I said before, I really appreciate the help that Jodo gives me, you have indeed helped me further today and I am overall very pleased with the service, however it does annoy me that you have a forum for suggestions which maybe should be renamed "In Our Defence".

 

[Yash]

BalearicJobs, everything that has been said in this thread has been indeed noted down, and trust me we are going to discuss it in an internal meeting with the staff.

I am just stating our present situation. I am not saying what we are doing is correct, or how we are handling tickets or chat is the best. I knows its not, thats why we are getting complaints. But it is not very easy for us to make major overnight improvements, I am simply being honest

 

[Yash]

:agent is dealing with more than one person, thats fine - the point is the wait time is often extended and its clear that you have been forgotten rather than just "on hold",

I can say with certainty that this is never the case. A support rep never forgets about any on hold chat. The software keeps notifying/blinking when there is a chat or you say something and the rep hasn't replied. And we have asked the team to tell customers to please be on hold, when they are extremely busy.

We have really two choices here. We pick up less live chat requests, and make responses quicker. Or we pick up all chats, prioritise the nature of the issue, and the urgent ones get maximum attention. This is what our team does. if your issue is about help with a DNN install, you are going to get less priority compared to a chat with email or website problems. Also, when we are low on staff, we will pick up lesser chats thats why sometimes you may not get hold of a rep immediately (like we did recently during a major holiday here)

and also the answers in live chat are occasionally unhelpful and abrupt and like many others have mentioned the answer often doesn't fit the question.

Please report them. [email protected]. Whatever you say here is mass-emailed to the entire team. If customers start reporting live chats, and unhelpful responses we will bring it up in our weekly/monthly meetings and correct it

 

[Stephen]

Hello All,

Your opinions certainly matter and we do discuss them and how to improve regularly. Some things just can not happen overnight, it takes re-training, sometimes new staffing, etc.

I would not be here daily at almost all hours of the dat answering your posts, questions, emails etc if I did not care about each and every client. I just don't have the ability to handle them all myself, nor do any one of us. It is why we all have to work together and work to improve as a team in the support dept. Your opinions count and we listen.

 

[BalearicJobs]

Hello All,

Your opinions certainly matter and we do discuss them and how to improve regularly. Some things just can not happen overnight, it takes re-training, sometimes new staffing, etc.

I would not be here daily at almost all hours of the dat answering your posts, questions, emails etc if I did not care about each and every client. I just don't have the ability to handle them all myself, nor do any one of us. It is why we all have to work together and work to improve as a team in the support dept. Your opinions count and we listen.

I for one really appreciate yours and your technical support staffs help Stephen and I think your response here is perfectly resonable.