As part of my transfer to my new ISP be*, there is the usual communication with the support desk to confirm one or two things.
In fact the support desk @ be* have been very responsive, and helpful. For example, I opted for static IP address instead of a dynamic one on my modem/router, the details were passed through in around 30 mins.
The customer web site is easy to use, and the support section is simple and straight forward.
However, I noticed the email notification to updated support tickets were without hyperlinks, either to link back to the ticket or the support site. However, the notification of final closure of the ticket did include a hyperlink. Obviously a slightly different form is being used for the closure, compared to the active ticket notification form. An Amendment to the active ticket notification form must only be a simple design/development step. So I submitted a feedback comment to that effect; with an obvious benefit to all concerned that this would help speed up resolution times to support issues.
I was pleased to receive such positive feedback:
“Dear Charlie Hope, Thank you for interest and feedback, members suggestions helps us to improve, to grow and develop. Your idea is nothing but brilliant, this will definitely make things easier for both parties and it will certainly benefit all of our members in the near future. We are really grateful to you. Your suggestion has been past to our system specialists in order to modify the ticket update notification e-mail. Wishing you a very nice day and a great summer time. Our best regards, The Be* Team.”
I admit this is a very simple improvement to recognise and would hope that at some point they would have done this by themselves.
However, isn’t it great to feel that comments and feedback are appreciated and that appropriate ones can be of benefit to both service provider and user community.
It makes me think how important it is to have a good channel of feedback and dialogue with your customer whoever they may be; and that dialogue and discussion are vital to help both participants value the service they provide or receive.
Public service providers seem to be ahead of the game in adopting new channels or formats to gain feedback or to inform their user base.
Here’s an example from a Pownce newsletter:
“Talk to us!
We’re here and listening to your bug reports and feature requests at Get Satisfaction, the Pownce community wiki, and in our inbox:
Also, don’t forget about our blog at http://blog.pownce.com for more updates!”
I have become a fan of
They have added a great community aspect to feedback and commenting; which not only help individuals support one another in voicing agreement about a service aspect; but conversely it must demonstrate to service providers the most important concerns the community have about their service. Which at least must take the pain out where to focus attention on what to improve next!