New Online Customer Support Centre

[richard_f2s]

The following announcement is being sent to freedom2surf customers today...

Dear f2s Customer,

We are delighted to announce the launch of our new Customer Support service today.

This new system allows you to raise, track and manage all of your questions and queries online, at any time of the day, offering you a convenient way of contacting us for support and assistance.

Once you have logged in through the freedom2surf homepage using the "Customer Support" link you will be able to select the nature of your query enabling us to respond appropriately.

Instant confirmation will be emailed back to your selected email account along with tracking details. Answers and updates to your question or incident will be sent to your selected email address and will also be visible online whenever you log in, 24 hours a day.

This new development is a further step in our commitment to improving your freedom2surf service.

We are also developing a "knowledge database" which will be launched in phase 2 in the near future. The knowledge base will enable customers to get answers quickly and easily from one place.

We will of course continue to have our technical and customer support people available on the phone to help anyone who needs assistance on our products, no matter what the issue.

Kind Regards,

The f2s Team

[kmount]

Yay, i'm ticket 12.

Seems pretty good although its kind of backwards as it uses a different database to the members area, but hey it works.

I think the 'form' needs some work on its questions/labels but on the whole i like it.

Good stuff.

[Justin]

That would be because the system is outsourced.

Although I guess the good thing is it isn't hsoted by pipex so it might stay up

*runs away and ducks*

[anna]

If it isn't hosted by pipex you're right, it may stay up.

My next response to this would be.
(a) a long time coming;
(b) great, but totally useless if none of us can get online in the first place - let's face it, has happened all too frequently.

[kmount]

Jason has completed my request. Not a bad response at all.

Will be useful to measure this frequently to see how quickly responses are coming through.

Will this replace those god awful tickets?

[Justin]

To be quite honest I don't think it's a huge step forward, they would have been better off refining the previous system as that had full intergration with the members area rather than having to have seperate logins. I believe this was going to happen anyway before the takeover. But it does seem to be nice, just a shame it's not intergrated.

Nildram are getting the same thing soon anyway so it's not just us

[kmount]

The clocks on it are an hour out.

[gomez]

Originally Posted by anna

If it isn't hosted by pipex you're right, it may stay up.

Just a common sense thing to do. How does one raise a fault on the fault-raising system?

[aos101]

Thread moved from Broadband to Freedom2Surf News & Announcements since this affects more than just broadband users.