Waldo
02-10-2009, 12:07
I have a suggestion relating to the help-desk system on SF.
After sending a message to the admin team, via the help-desk. There should be some indication of how long the response time might be.
My rationale for this, is that when using the main forums, response time (from moderators and other users) is very fast. In contrast, when sending a message via the help-desk, response time is typically very slow (I was told 48-72 hours). Now, if a user is anticipating the same kind of speedy response that they get on the main site, they're going to be in for a shock!
It all adds to their frustration, and leaves people will a feeling of they don't count, and no-one is listening, go away, you don't count etc..
I think a little ditty, along the lines of "Our typical response time, is x; and we aim to respond to 100% of messages, etc..", perhaps in red bold, after a message has been submitted, would be very simple and easy to implement, and improve SF 'customer relations'.
So, that's my suggestion.
After sending a message to the admin team, via the help-desk. There should be some indication of how long the response time might be.
My rationale for this, is that when using the main forums, response time (from moderators and other users) is very fast. In contrast, when sending a message via the help-desk, response time is typically very slow (I was told 48-72 hours). Now, if a user is anticipating the same kind of speedy response that they get on the main site, they're going to be in for a shock!
It all adds to their frustration, and leaves people will a feeling of they don't count, and no-one is listening, go away, you don't count etc..
I think a little ditty, along the lines of "Our typical response time, is x; and we aim to respond to 100% of messages, etc..", perhaps in red bold, after a message has been submitted, would be very simple and easy to implement, and improve SF 'customer relations'.
So, that's my suggestion.