RANT - "Ticket Closed" - Impero

[hyb80]

You log a call, hear nothing then get a "Ticket Closed" email

 

I spent 30 mins on hold with Impero yesterday to request the upgrade download link which never materialized.

 

This morning I got a "Ticket Closed" from them so I replied sarcastically to say that is all very well but still dont have the download link.

 

I got another "Ticket Closed" email.

 

Now I know that can be automated response but in my experience someone has to mark this as closed. From my end this looks awful as a customer that they cannot be bothered to engage with. To resolve this, another 30 minute wait on hold?

 

I shouldn't be surprised I have seen the support go down the pan the last few years so this isnt that unexpected a response.

 

Rant over....

[MrKJLS]

You log a call, hear nothing then get a "Ticket Closed" email

 

I spent 30 mins on hold with Impero yesterday to request the upgrade download link which never materialized.

 

This morning I got a "Ticket Closed" from them so I replied sarcastically to say that is all very well but still dont have the download link.

 

I got another "Ticket Closed" email.

 

Now I know that can be automated response but in my experience someone has to mark this as closed. From my end this looks awful as a customer that they cannot be bothered to engage with. To resolve this, another 30 minute wait on hold?

 

I shouldn't be surprised I have seen the support go down the pan the last few years so this isnt that unexpected a response.

 

Rant over....

You are best of posting in the Impero Direct Support forum...

[Steve21]

Really do seem like they don't care anymore :s Shame as was a nice product, but just no trust in them anymore. How many months is this now since it started? Over a year for sure. Many words, Little action springs to mind

 

Steve

Edited August 11, 2016 by Steve21

[MrKJLS]

Or you can tag @Mic_Impero or @Gez_Impero

[Gez_Impero]

Afternoon @hyb80

 

I'm sorry to see that there has been an issue regarding your case.

 

If you could please PM me your details I will look into this to find out the cause of the problem whilst also ensuring that I send over the download link that you request.

 

Many thanks,

Gez

[Mic_Impero]

Hi @hyb80

 

I'm sorry to hear you've struggled to get in touch with us.

First and foremost, I'd like to ensure that you did get the support that you needed and so I will catch up with Gez in the morning; please feel free to PM me also.

 

I cannot tell from your OP whether we answered the call and then placed you on hold, or you waited 30 minutes for us to answer, but whilst this is raised I'd like to clear up a couple of points raised just to assist anyone reading this thread, and fully describe how we operate. We've changed our processes over the last few months and improved massively. The feedback from the vast majority of our customers has been very positive. I sincerely hope we can work with you to ensure that in future you receive at least the service you expect, and strive to surpass your expectations.

 

Our phone system is currently configured to place a customer into hold for a maximum of 2 minutes if no support staff are available (engaged on other calls) and then divert to voicemail. I've tested this thrice tonight and it has performed as expected. If this isn't your experience, I'd be really grateful if you could PM me the time you called us so I can trace the call and place a support ticket with our phone provider in order to rectify that. It would seem to me if you've waited 30 minutes the call was never routed correctly to us.

 

Just in case anyone needs it, the number to call i 01509 611 341 (option 1 at present - this may change over coming weeks).

 

This obviously isn't ideal, and we will soon be replacing our phone system as mentioned briefly in an email sent to all customers last week. This will enable us to put into place better call routing, and give the option of leaving a voicemail rather than waiting 2 mins and then redirecting.

 

The current phone system only logs a call as 'missed' if it is diverted to the voicemail after 2 minutes (whether a voicemail is left or not). I can see that on the 11th we have no voicemail, and 1 call where we could not answer in 2 minutes, so it was diverted to voicemail and the customer did not leave a message. Over the last 4 weeks, when a voicemail is left we have returned the vast majority of the calls within 30 minutes. We have successfully returned all voicemail the same day.

Where there is no voicemail but there is a number, we lookup the number and attempt to return the call.

I can see that the one call missed today which did not have a message associated with it was returned successfully by Laura, and subsequently a ticket raised for the 5.3.32 release, and the information sent out. The call was returned 3 minutes after it was missed.

 

Our new system will allow us to see any calls dropped before we picked them up and give us much better reporting capability, which will help us to drive further improvement in the team.

A measure I'm very proud of is that between May and today, we have reduced the number of cases awaiting a development fix by 79% and we have reduced the number of open cases awaiting support by 84%. Of the cases that we currently have left awaiting support response, 56% of them we have out of office replies from the customer and so we are waiting for them to be present before we can assist.

The majority of the remainder have diary appointments booked in for fixed times to ensure availability of staff in schools; we can appreciate you have labs to image, upgrades to perform, etc.

 

I believe in absolute transparency, hence the detail in this post, and will always ensure that where an issue is raised to me it will be dealt with as quickly as possible. Where improvements can be made, lessons will be learned and change will be implemented.

 

Any Edugeek member is welcome to post in our direct forum or PM me, and I'll be with you ASAP.

 

Kindest regards

Mic Sanderson

Support Manager

Impero