personalized client support
in progress
Scott Hughes
in progress
Scott Hughes
planned
I have asked our developer (Alejandro) to get this done soon, not just for clients but for all users and support streams, such that each time someone new contacts our support team that person is assigned a specific staff member to be their dedicated support specialist.
J Kato
This is just a thought, but it might work better assigning a dedicated person to each issue rather than each client. In the past, I've contacted OBC and had to explain the issue 2-3 times, since every time I replied with more information, it was read by a different member of the team who didn't read the previous emails.
Sarah Summers
Scott Hughes I think we could assign each staff member who will be granted clients of their own a specific OBC email and direct email to that address unless the client hits the 'urgent' button and then it would go to author-support depending on how soon would you like an urgent matter to be responded to?
Scott Hughes
I agree, but then we would also need a client to have a way to send an urgent message that would be replied to by whoever is on at the time rather than the message potentially not be seen for several days or even a week depending on when the primary person works next.
So I think this suggestions needs to fleshed out more and re-posted before it will be implementable. It will need to cover what happens when a client has an ultra-urgent matter that needs to be urgently read and responded to by the next available person, which will itself likely require making a special contact form on the website for all messages and transitioning clients away from using email at all, so that we can have them select whether their message is urgent or not, and if urgent have it covered by the next available staff member rather than their usual rep.
Nisha Dsouza
Scott Hughes Sarah Summers A workaround for this can be if we can set up a response time line for emails from these clients. Say, maybe 3 hours. So, if a response does not go out to the client in that time, then the system automatically sends it back in the regular queue. I really don't know if this function can be implemented, but thought I'll suggest it anyway.
Scott Hughes
Nisha Dsouza With having the staff member in question effectively being on-call 24/7, it would be relatively moot (i.e. have almost no effect/improvement) to set a limit of 3 hours, since it's unlikely the staff member would happen to be happen starting their shift within the next 3 hours.
Likewise, it would be similarly moot if the time limit was extended to a long time since that wouldn't help in cases where the issue is urgent or otherwise time-sensitive.
The only way I see it being an implementable feature/suggestion is if it is modified to include that the client has to be made to specify at the time of sending the message whether it is urgent (in which case it is sent to earliest available staff member) or whether it can just be sent to their regular rep who likely may not see it for a few days.
Nisha Dsouza
Scott Hughes Yes, that makes sense.
A
Alida Spies
Scott Hughes
I think it will make sense to create a simple Customer Management System, where each query receives a unique identifier and can be prioritized as either urgent or not urgent. Support staff will assign queries to themselves. All the information relating to the same query will be in one place and any of the support team members can pick up on urgent matters. If a user currently has more than one unresolved problem, it is better to handle it by email, as at least all information relating to the same problem is kept in one place. A few inquiry features will be required, e.g. all queries for a specific user, all urgent queries, all queries assigned to a specific support person.