Our customer service desk has been hammered for the better part of 2 months now. Our normal email volume went from 100-200 emails per week, to per day, to per hour, and continue to keep rolling in. We have added additional dedicated personnel to our Customer Service department to manage the influx. Our response time has increased and a few emails have even been lost due to our volume out growing our process. The big issue with the current system is the amount of time it takes us to properly categorize all of the various requests and filter out spam or non relevant emails. Right now if you sent us an email requesting an order change there is a chance that your order could be processed before we saw the email requesting the change. Today we are launching the bones of our customer support portal. Our support portal will be a place where existing customers, potential customers, and fans can reach out to us and we can ensure their inquiry is cataloged and funneled to the proper person. Our team (and even you guys) will be populating this portal with how-to videos, troubleshooting articles, and many other helpful tid bits. The biggest concern customers will have going forward will be that we are all robots, at an overseas help desk, or this is a fully automated process. We have not taken the people element out of our customer service. Every request will still be handled exactly like they are today. The same folks here in Montgomery pouring through your emails and answering your phone calls will be the same exact folks managing your tickets. Nothing will actually change on the end of our support folks, as many of you know our service@crimsondawn.com already funnels through this system and this is how we have been managing your requests and communications for the better part of a year now. Once you go to the portal and generate your request our system will send you an email and our response to your request will go back and forth through this email the same way it does now. You can also log onto your account and view everything in one spot as well. This last step just streamlines the process and enables our team to better serve you. There will be a slight degree of back end automation to suggest potential resolutions to the very simple requests but again we will always be here. Also please keep in mind that this is just the infancy stage of our support portal. We are rolling it out today fairly bare bones but over the next few days, weeks, months, and years it will grow into a wealth of knowledge.
Going forward we begin to use service@crimsondawn.com as bounce back with links to our customer support portal, our phone number, and a brief explanation of the process. For you guys reading this, skip that and just go directly to the contact us portion of our website.
What's new:
Support articles
Customer logons to view their inquiry and its status
Upload photos/videos directly to your tickets