There are reasons why we wish our customers to use the Contact us form instead of calling or email us directly. With less channels to take care of now, we buy ourselves extra time to serve you better. In a more measurable way, to attend to you faster!
Behind the scene, we turn everyone in the company into gatekeeper. We believe that the first gatekeeper who receive your message should always be the best person to answer you. By doing this, we can greatly reduce your time waiting.
To help youself even quicker, check out the FAQ before filling up the Contact us form. You might find answers to your problem and solve it on the spot.
We’re customer too. We hate late reply when filling up any contact us form. Check out our average response time!
Month
No. of Request
Average Response Time
Feb 2010
20
32 Mins
Jan 2010
21
19 Mins
Dec 2009
44
43 Mins
Nov 2009
44
17 Mins
Oct 2009
50
43 Mins
Sep 2009
63
45 Mins
Aug 2009
52
45 Mins
Jul 2009
49
30 Mins
Jun 2009
48
33 Mins
May 2009
45
39 Mins
Apr 2009
44
44 Mins
Mar 2009
72
44 Mins
Feb 2009
66
1 Hrs 03 Mins
Jan 2009
56
47 Mins
Dec 2008
61
1 Hrs 0 Mins
Nov 2008
79
5 Hrs 14 Mins
Oct 2008
74
20 Hrs 14 Mins
Sep 2008
64
21 Hrs 12 Mins
Aug 2008
67
18 Hrs 24 Mins
Note: Response time refers to the time taken for someone to hear from us after submitting their request using the Contact us form, including weekends, holidays and after office hour.
You’d posted average response time, which for the last couple of months those response time exceeding 18 hours. Effectively the requester will get the response a day later or more.
What about resolution time? Duration to fix the problem?
Since the day we launched the new Contact us form, we’re skeptical too. It was never easy, and some of the customers complaints to us and prefer to talk or email us. Same goes to us, we have been working to improve our Contact us form over the last couple months with feedback from our customers.
This was reflected in Nov, and things start to go well. We believe, the best way to encourage the use of Contact us form among our customers are, by rewarding them with even faster response time and solve their problem in shorter duration.
You’re right, Lee. Response time is not equal to solving problem. We have built FAQ into the Contact us form to help customers to solve their problem even before contacting us. Each of us, are committed to solve your problem immediately after receiving the support request. To the worst case, if we can’t solve it immediately where in cases such as more info are needed or we need extra time to find the solution for you, we will inform our customer too.
We target less than 2 hours response time in Dec :)
