Whatsapp support coming to an end
Posted: Wed Jan 11, 2023 8:35 am
Hi all, Whatsapp isnt an ideal place to offer support to thousands of members, its being retired shortly with the new ticket system taking over.
Whatsapp tends to give an impression of Live Help, which can cause frustration as very quick replies are expected on it but when a member messages in there is usually around 200-300 other members also waiting for a reply at any given time, difficult to keep up with. Around 90% of the messages we get through whatsapp are unrelated to the service which bloats the system unfortunately.
With the new ticket system, you will be able to send messages directly to the people who can help the best instead of a handful of staff with general knowledge on each site we offer.
This should make the customer service experience for both the member and the staff alot smoother and friction free.
Other areas of support will also be starting soon, more individual whatsapp groups for specific sites for instance and the new FAQ area.
Thanks
Whatsapp tends to give an impression of Live Help, which can cause frustration as very quick replies are expected on it but when a member messages in there is usually around 200-300 other members also waiting for a reply at any given time, difficult to keep up with. Around 90% of the messages we get through whatsapp are unrelated to the service which bloats the system unfortunately.
With the new ticket system, you will be able to send messages directly to the people who can help the best instead of a handful of staff with general knowledge on each site we offer.
This should make the customer service experience for both the member and the staff alot smoother and friction free.
Other areas of support will also be starting soon, more individual whatsapp groups for specific sites for instance and the new FAQ area.
Thanks