| We Hate Late Reply Too |
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| October 11th, 2008 | Posted by Pin |
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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 |
| 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.
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4 Responses to “We Hate Late Reply Too” |
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| King You said: |
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| November 28th, 2008 |
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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?
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| Pin said: |
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| November 28th, 2008 |
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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 :)
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| Adrian said: |
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| December 1st, 2009 |
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yay!!! hip hip hurray =]
Amazingcoolgreatness
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I'd like to enquire about... |
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| My request is not as above |
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| One of the following FAQ below may answer your question. |
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| Do you provide web design services? |
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| The biggest myth about 1.com.my is perhaps that we provide web design services, when we don’t. |
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| What else can you help? |
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| Learn more about web blueprint |
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| How much is a web bluePrint? |
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| At least 20% of your total project cost. |
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| I've tried to overwrite an image, but it was not shown. |
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| This is a cache problem. It should work after couple minutes. |
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| My website is down! |
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| Checkout hosting uptime. If server is UP, try other Internet connections. Or, inform us if problem persist. |
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| What is my web hosting specs? |
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| Cloud Platform with 12GB storage, 10GB monthly bandwidth, 1,000 compute cycles. Switchable between Linux / Windows. |
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| What's my FTP login? |
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| Login to the Control Panel to retrieve your FTP login. Due to malware attack, please use SFTP instead. |
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| How to use Control Panel? |
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| Click here for the user guide. |
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| What's your maintenance rate? |
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| RM80 per hour |
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| Do you send someone to discuss with me on changes? |
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| It is on request basis and is chargeable. |
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| How do I tell you my changes? |
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| Press No to proceed to the form. |
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| What is your billing cycle? |
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| Monthly |
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| Can you maintain our website if we are not your client? |
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| Yes |
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| How do I send you the website changes materials? |
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| If you have multiple files or the file size exceed 1MB, zip it and upload to SendSpace. Then, include the Download link in your email. |
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| What's your Fax number or Postal Address? |
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| Sorry, we do not accept fax or delivery. Press No to contact us. |
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| Do you take interns? |
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| Yes. Press No to send us your Resume. |
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| What are your office hours? |
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| Monday to Thursday from 9am to 6pm |
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| No one pick up my calls! |
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| We've stopped our line |
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| Can I advertise on your website? |
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| Yes. Press No and send us your Ad specs. |
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| Did FAQs above answer your question? |
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| Thank you. We will get back to you soon. |
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| This Month's Response Time: 33 Mins |
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adrian:
haha yeap we work almost from every where as long as Internet is |
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Edmund:
Cool even in washroom? anyway good job, keep it up guys |
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Pin:
What is next? Can't wait for it... |
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adrian:
hey i love this new one too =] the CNY one.. nice one Juliet!! So |
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Pin:
I have checked out Lot.my, nice initiative! |
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