iBurst seems to be struggling to find a suitable replacement after their head of customer service, Ed Hall, left the company in March.
Hall gained the trust of many iBurst subscribers through his dedicated and pro-active approach to customer support, and it was never going to be easy to replace him.
iBurst said that they view the position of Head of Customer Support as most critical to the success of their business because it directly impacts on the satisfaction experienced by their subscribers.
“The decision of who will fill that role is not being taken lightly by iBurst and the company continues to carefully interview several potential candidates,” iBurst said.
iBurst said that they will make a formal announcement as soon as a candidate meeting all of their ‘stringent criteria’ is selected. In the interim, three of Ed’s former colleagues are dealing with customer support and they are being overseen by iBurst’s MD, Alan Knott-Craig Jnr.
The iBurst support blog where users can get direct feedback from the company is still attended to by iBurst support staff.