Crystal Web (NEW ISP) ADSL Feedback

[F1 Fan]

Absolutely viewed as constructive. I've already identified where the problem came in, alerted the agent responsible, requested a report from him as to why your ticket was incorrectly closed, and replied to your PM with an answer as well.

Efficiency - we strive for it, and I always appreciate the honest feedback.

Got the PM, thanks. Now that's the service Im used to from CW

 

[Crystal Web]

Just one thing I'd like you guys to know. We took support desk agents from varied backgrounds and technical qualifications (without having been tainted by existing ISP support desks) and have trained them up. It's an on-going process, and will never really end. So we always appreciate the feedback from you guys about their performance.

Their goal is to keep you happy, first and foremost. They should be friendly, knowledgeable, escalate queries beyond their current expertise, follow-up correctly, engage with you like a human being and not a robot, and put you guys first. But they're also learning on the job and taking advice from more senior people in the business.

If you ever feel the support is not up to scratch, or can be better some how, please let us know. Or if you'd just like to praise them, let us know too. Positive and negative feedback both go a long way to making things better.

So far, based on the survey responses, customers seem very happy with our support on a whole, and that's great to hear.

 

[mister]

If you ever feel the support is not up to scratch, or can be better some how, please let us know. Or if you'd just like to praise them, let us know too. Positive and negative feedback both go a long way to making things better.

So far, based on the survey responses, customers seem very happy with our support on a whole, and that's great to hear.

Just a random thought: what about a special support email address that will route through to an "advanced" support technician for mybb peeps?

I just about had a stroke when told to try rebooting my router

 

[Electric]

Just one thing I'd like you guys to know. We took support desk agents from varied backgrounds and technical qualifications (without having been tainted by existing ISP support desks) and have trained them up. It's an on-going process, and will never really end. So we always appreciate the feedback from you guys about their performance.

Their goal is to keep you happy, first and foremost. They should be friendly, knowledgeable, escalate queries beyond their current expertise, follow-up correctly, engage with you like a human being and not a robot, and put you guys first. But they're also learning on the job and taking advice from more senior people in the business.

If you ever feel the support is not up to scratch, or can be better some how, please let us know. Or if you'd just like to praise them, let us know too. Positive and negative feedback both go a long way to making things better.

So far, based on the survey responses, customers seem very happy with our support on a whole, and that's great to hear.

hmmm, I clearly spoke to a robot.

But Shaun has responded to me and has hopefully dealt with the robot.

Just a random thought: what about a special support email address that will route through to an "advanced" support technician for mybb peeps?

I just about had a stroke when told to try rebooting my router

Yep, being told there was no problem with my line when I could only get a max of 70kbps.

 

[saa044]

Just one thing I'd like you guys to know. We took support desk agents from varied backgrounds and technical qualifications (without having been tainted by existing ISP support desks) and have trained them up. It's an on-going process, and will never really end. So we always appreciate the feedback from you guys about their performance.

Their goal is to keep you happy, first and foremost. They should be friendly, knowledgeable, escalate queries beyond their current expertise, follow-up correctly, engage with you like a human being and not a robot, and put you guys first. But they're also learning on the job and taking advice from more senior people in the business.

If you ever feel the support is not up to scratch, or can be better some how, please let us know. Or if you'd just like to praise them, let us know too. Positive and negative feedback both go a long way to making things better.

So far, based on the survey responses, customers seem very happy with our support on a whole, and that's great to hear.

Not that I ever speak Afrikaans on the net, but are they fluent enough in Afrikaans as well?

 

[Crystal Web]

Just a random thought: what about a special support email address that will route through to an "advanced" support technician for mybb peeps?

I just about had a stroke when told to try rebooting my router

Not all mybb peeps are advanced diagnostics experts though. We do however have to go through a proper escalation process, otherwise we end up with a situation where first line support are underworked and advanced technical support are overworked. We considered this, but we can't really run two separate support desks - we have to be able to scale properly at the end of the day as well, so while there's no script for an agent to follow, there are steps that need to be followed by them before they can escalate an issue.

I know that sometimes it peeves people off when someone asks them to reboot their router, but if you check our stats internally you'll realise that this is actually a pretty decent resolution to a few known issues, and an agent can't really gauge your level of expertise from the outset. So yes, there may be the occasional frustration from customers asked to perform basic tasks to resolve issues, but we're not apologetic about this - it means that we can support both technical and non-technical users, and is a necessity in this business.

We are looking at ways for users to escalate their queries themselves, but this also opens up a few dynamics we're not altogether keen on, depending on the implementation. I can already implement it, but I'm not entirely happy to do so yet until a few other business rules are implemented on our end.

 

[Crystal Web]

Not that I ever speak Afrikaans on the net, but are they fluent enough in Afrikaans as well?

Some are, yes. But we support in English as a standard.

Once you guys send us all of your friends, family, and colleagues, we'll be in a better position to scale up the support desk to meet very specific requirements to this degree.

*hint hint, nudge nudge, say no more, say no more*

 

[Sinbad]

Not that I ever speak Afrikaans on the net, but are they fluent enough in Afrikaans as well?

eee-pos

webtuiste

Internet Ontdekkingsreisiger

Vuurjakkals

 

[mister]

Not all mybb peeps are advanced diagnostics experts though. We do however have to go through a proper escalation process, otherwise we end up with a situation where first line support are underworked and advanced technical support are overworked. We considered this, but we can't really run two separate support desks - we have to be able to scale properly at the end of the day as well, so while there's no script for an agent to follow, there are steps that need to be followed by them before they can escalate an issue.

I know that sometimes it peeves people off when someone asks them to reboot their router, but if you check our stats internally you'll realise that this is actually a pretty decent resolution to a few known issues, and an agent can't really gauge your level of expertise from the outset. So yes, there may be the occasional frustration from customers asked to perform basic tasks to resolve issues, but we're not apologetic about this - it means that we can support both technical and non-technical users, and is a necessity in this business.

We are looking at ways for users to escalate their queries themselves, but this also opens up a few dynamics we're not altogether keen on, depending on the implementation. I can already implement it, but I'm not entirely happy to do so yet until a few other business rules are implemented on our end.

Thanks for the reply. The fact that you have considered this is good enough for me.

It's an easy enough solution to prefix our support queries with:

1. I have rebooted my router
2. I have checked my line stats
3. I have verified that the problem does not occur when using another ISP account
4. Attached is a pathping

 

[Sinbad]

Thanks for the reply. The fact that you have considered this is good enough for me.

It's an easy enough solution to prefix our support queries with:

If only customers everywhere could do that.

I still field calls from a group of 3 or four people in the bank. Same symptom every time. Same solution every time (clear your fkn browser cache). Yet they don't fkn learn, they still raise an incident for it.

 

[Crystal Web]

Thanks for the reply. The fact that you have considered this is good enough for me.

It's an easy enough solution to prefix our support queries with:

Good suggestion. We're actually integrating both the chat and the customer portal support with our knowledgebase which will prompt you for this sort of info depending on the type of query.

Once the site is launched properly I can also separate the sales and support chat systems to operate completely independently with different fields for each. Working from a single launch page though makes it impossible, lest we land up asking someone looking to sign up whether he's rebooted his router.

I will take your suggestions on board though, thanks.

 

[mister]

If only customers everywhere could do that.

I still field calls from a group of 3 or four people in the bank. Same symptom every time. Same solution every time (clear your fkn browser cache). Yet they don't fkn learn, they still raise an incident for it.

rofl... I hear you! This is why as a developer I refuse point blank to deal with lusers

 

[saa044]

Survey done and dusted.

 

[Paul Hjul]

Just a random thought: what about a special support email address that will route through to an "advanced" support technician for mybb peeps?

806 compliance is something we'd lie to achieve. In general though we are more interested in creating a situation where any running down a checklist is prefaced with an indication that it is being run through for a particular reason

 

[saa044]

eee-pos

webtuiste

Internet Ontdekkingsreisiger

Vuurjakkals

Nee ons Afrikaans mense gooi nog die english tussen in, sommige goed klink net tappid in Afrikaans.

 

[saa044]

806 compliance is something we'd lie to achieve. In general though we are more interested in creating a situation where any running down a checklist is prefaced with an indication that it is being run through for a particular reason

HAHAHAHAHAHAHAHA

 

[slasherjdc]

806 compliance is something we'd lie to achieve. In general though we are more interested in creating a situation where any running down a checklist is prefaced with an indication that it is being run through for a particular reason

Implement now.
Also. Visual basic [-]is not a programming language so that[/-] doesn't count.
needs to be 2 real languages also.....C++ and C# count as one, as do Java and J#(do people actually use that anyways....), won't have any corner cutting

 

[snail112]

Which of the 2 uncapped account types would be best for gaming in general?

Unshaped or shaped with gaming protocols prioritized?

My BF 3 & 4 gaming just felt better with a shaped account.

 

[slasherjdc]

Which of the 2 uncapped account types would be best for gaming in general?

Unshaped or shaped with gaming protocols prioritized?

My BF 3 & 4 gaming just felt better with a shaped account.

shaped with gaming prioritized hands down.
one month ago i could play at 160ms with line speed downloads running....since unshaped having a 200kBps download running puts me at like 250ms(10mbps)

 

[saa044]

Which of the 2 uncapped account types would be best for gaming in general?

Unshaped or shaped with gaming protocols prioritized?

My BF 3 & 4 gaming just felt better with a shaped account.

Depends. I for one will be more than happy on a shaped acc with streaming and gaming prioritised. But again you get the 100GB a day ppl that also games. If my usage is low enough to stay on unshaped I will obviously not complain.