| We Hate Late Reply Too |
|
| October 11th, 2008 | Posted by Pin |
|
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 |
| 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 may want to take a look at our related posts
|
|
|
|
|
|
|
|
|
3 Responses to “We Hate Late Reply Too” |
|
 |
|
|
|
|
|
| King You said: |
|
| November 28th, 2008 |
|
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?
|
|
|
|
|
|
|
|
| Pin said: |
|
| November 28th, 2008 |
|
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 :)
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
I'd like to enquire about... |
|
|
 |
|
|
|
|
|
|
|
|
|
|
|
|
| My request is not as above |
|
|
|
|
|
|
|
|
|
| One of the following FAQ below may answer your question. |
|
| How much do you charge for a website? |
|
| It depends on your website requirement. Press No to send us your requirement. |
|
| What do I have to pay attention to before create a website? |
|
| Download our e-Guide here |
|
|
| What SMTP and POP should I use? |
|
| Setting up email software |
|
| What is your Webmail URL? |
|
| http://mail.1.com.my/ |
|
| Why can't I access to webmail? |
|
| Make sure Webmail is UP. If you get an Internal Server Error, try again in different browser. For unstopped loading, check your internet connection and try in different browser. Or, try MailReader (Mailserver: pop.emailsrvr.com). Check DNS settings. |
|
| Why can't I receive email? |
|
| Make sure POP server is UP. Check your Spam box too. Contact us if problem persist. |
|
| Why can't I send email? |
|
| Make sure SMTP server is UP. If the Outgoing Server is not down, copy the error message and send it to us. |
|
| I want to add new mailbox! |
|
| Login to your Control Panel and replace inactive mailbox with new mailbox. If number of users is fully occupied, contact us for invoice. |
|
| How do I send large attachment? |
|
| Upload to SendSpace and include the Download link in your email. |
|
|
| My website is down! |
|
| Checkout hosting uptime. If server is UP, try other Internet connections. Or, inform us if problem persist. |
|
| What is my web hosting specs? |
|
| Cloud Platform with 12GB storage, 10GB monthly bandwidth, 1,000 compute cycles. Switchable between Linux / Windows. |
|
| What's my FTP login? |
|
| Login to the Control Panel to retrieve your FTP login. |
|
| How to use Control Panel? |
|
| Click here for the user guide. |
|
| Why is my .htaccess missing? |
|
| In your FTP Client, add '-a' under Filter. |
|
|
| What's your maintenance rate? |
|
| RM80 per hour |
|
| Do you send someone to discuss with me on changes? |
|
| It is on request basis and is chargeable. |
|
| How do I tell you my changes? |
|
| Press No to proceed to the form. |
|
| What is your billing cycle? |
|
| Monthly |
|
| Can you maintain our website if we are not your client? |
|
| Yes |
|
| How do I send you the website changes materials? |
|
| 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. |
|
|
| What's your Fax number or Postal Address? |
|
| Sorry, we do not accept fax or delivery. Press No to contact us. |
|
| Do you take interns? |
|
| Yes. Press No to send us your Resume. |
|
| Can I join Web Developer Alliance? |
|
| Submit your profile to join. |
|
| What are your office hours? |
|
| Monday to Thursday from 9am to 6pm |
|
| No one pick up my calls! |
|
| We've stopped our line |
|
| I can't open my invoice! |
|
| Save it to your computer and try to open again. |
|
| Can I advertise on your website? |
|
| Yes. Press No and send us your Ad specs. |
|
| Can I become a reseller? |
|
| Yes, check this out. |
|
| How do I renew my service? |
|
| Upon received our service renewal reminder, follow the instruction to renew. |
|
|
|
| Did FAQs above answer your question? |
|
|
|
|
|
|
|
|
|
| Thank you. We will get back to you soon. |
|
|
|
|
|
| This Month's Response Time: 26 Mins |
|
|
|
|
|
|
|
|
| |
|
|
|
|
|
| |
|
Pin:
xxx.co.cc is not a domain name. They are sub-domain name. The own |
|
|
www.pakejwang.co.cc:
I like to using co.cc and .tk domain because it free. |
|
|
www.pakejwang.co.cc:
I like using google apps which is manage my emel with my domain. |
|
|
ilham:
i want to know ho to comfirm my myspace email |
|
|
Kethy wright:
thank u give the information about shopping cart and neowave. it' |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|
|