Live chat and ticket suggestion.

[scottie2212]

Following a disasterous series of exchanges with live chat and the ticket system which have left me feeling very disheartened and disillusioned with Web Hosting's technical support personell, I would like to suggest that you instigate an escallation system.

When your customer feels that the current operator is not able to understand or fix the problem, the customer can request and expect it to be escalated to the next level of support.

Scottie

[Dan]

Yes, usually you can just ask to speak to somebody with a more superior knowledge and they will transfer the chat to somebody else for you.

Great suggestion though, thanks

[scottie2212]

In a current ticket, I have asked for it to be passed on to a senior manager. Did this happen? Of course not, I got another response from the same person and my request was apparently ignored.

I think it would be great if the customer could actually select the level of operator who deals with his issue. Obviously, it would have to start at the lowest level but there should then be an option to move up one level. This should continue right up to the very top, no matter how high that is.

Just my 'two penorth'.

Scottie

[Dan]

That wouldn't be possible considering that the software is third-party and not fully adjustable due to the code being zend optimized.

Attempt to request it again if not post back and i'm sure Admin will deal with this

[Administrator]

Hello Scottie,

Please let me know the ticket number as I will request our QA person to go through it.

in any case problems should be solved no matter if senior person replies or junior person. We flag tickets on name of respective senior person if a customer requests to escalate a ticket. Customers cannot choose to whom it should be escalated as we have complex working schedule to make 24x7 support and tickets are answered by senior staff members available in respective shift.

[scottie2212]

Hi Dan, thanks for the response. I thought that might be the case but it was worth suggesting anyway. Since it isn't possible, I think the operators should be told to immediately action any such request.

I have no idea who Andrew is but if he has any cotrol over such issues I would appreciate you guiding him to this thread...
Strange problem with SSL
or this ticket... HOT-22906-545

It is this ticket that prompted me to make the suggestion and write that post.

Scottie.

[scottie2212]

Sorry Administrator, your post appeared while I was replying to Dan. You can get the ticket number there. Thank you for your response.

Scottie