Assign each member (or other person contacting our support team) a single dedicated support staff member to be that person's dedicated support staff specialist. Then, all future messages from that person will go to that specific staff member.
in progress
Scott Hughes
This will solve the following issue:
- It can frustrating and confusing to both the staff themselves and the user requesting support when a user keeps getting 'transferred' to new staff every few hours and thus having to constantly re-start the conversation from scratch with someone new.
- Users can waste staff resources and cause extra confusion by creating parallel conversation threads about the same issue. A user might send 10 different emails about the same issue within just a day or two, causing staff as a whole to spend 10x as much time on that issue as needed to fix it, causing other members and reviewers to be left to wait while the staff do needless redundant work.
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Updates: We are rolling this out with the support chat system first, before rolling it out on the shared support email inboxes. Also, for the support chats, we will have a support chat shown to all staff if the user does not get a reply within 48 hours.
The following suggestion will help ease into this implementation on the author-support side:
J Kato
I hope this is completed soon. I'm going around in these exact same circles with OBC's support right now.
N Parvin
This resolution is much needed. I’ve been facing a similar issue where I’ve reached out to the support team via email, and each time a new moderator responds without fully understanding the core problem. Their replies often fail to address the issue I raised. As a result, I’ve had to reply repeatedly, explaining the problem again, which has made the email thread lengthy. Unfortunately, subsequent moderators often don’t read the entire thread, leading to a lack of understanding and leaving the issue unresolved. I currently have ongoing issues that need attention but aren’t progressing due to this same reason.
Elizabeth Olupinsaye
This will be a great relief. Additionally, I suggest that support staff who need to transfer a user for any reason should keep users updated and include a brief note summarizing the user's issue and the actions taken. This note should be visible only to support staff, so whoever takes over the chat has a clear understanding of the issue and the steps already taken. Based on my experience, support staff are always willing to help, but they often get lost in the long thread of conversations, which can be confusing.
Jenna Padayachee
A beautiful efficient solution. Much appreciated!
J
Joule
Finally, thank you for this😉
Scott Hughes
in progress