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 |
|---|---|---|
| Apr 2012 | 23 | 53 Mins |
| Mar 2012 | 21 | 37 Mins |
| Feb 2012 | 20 | 33 Mins |
| Jan 2012 | 19 | 56 Mins |
| Dec 2011 | 17 | 33 Mins |
| Nov 2011 | 11 | 44 Mins |
| Oct 2011 | 8 | 2 Hours 14 Mins |
| Sep 2011 | 19 | 21 Mins |
| Aug 2011 | 24 | 30 Mins |
| Jul 2011 | 21 | 39 Mins |
| Jun 2011 | 23 | 58 Mins |
| May 2011 | 21 | 30 Mins |
| Apr 2011 | 17 | 29 Mins |
| Mar 2011 | 18 | 47 Mins |
| Feb 2011 | 20 | 41 Mins |
| Jan 2011 | 27 | 40 Mins |
| Dec 2010 | 19 | 31 Mins |
| Nov 2010 | 30 | 58 Mins |
| Oct 2010 | 33 | 38 Mins |
| Sep 2010 | 20 | 1 Hrs 34 Mins |
| Aug 2010 | 14 | 21 Mins |
| Jul 2010 | 26 | 53 Mins |
| Jun 2010 | 25 | 34 Mins |
| May 2010 | 25 | 47 Mins |
| Apr 2010 | 28 | 39 Mins |
| Mar 2010 | 32 | 38 Mins |
| 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 :)
yay!!! hip hip hurray =]
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