Discussion Forum: Administrative: Message 1407431
 Previous Message   Next Message 
 Author: Admin_Russell View Messages Posted By Admin_Russell
 Posted: Apr 26, 2023 19:55
 Subject: Some excellent news!
 Viewed: 781 times
 Topic: Administrative
Cancel Message
Cancel
Reply to Message
Reply
BrickLink
ID Card

Admin_Russell

Location:  USA, California
Member Since Contact Type Status
May 9, 2017 Contact Member Admin
Buying Privileges - OKSelling Privileges - OK
BrickLink Administrator
Hello everybody,

As many of you know, during the past couple years we have experienced problems
with lost Help Desk tickets. We did a lot of research into what may be causing
this issue, but the problem persisted. In fact, it actually got worse at the
beginning of this year.

As a result of the increased problem levels, a couple months ago we reconfigured
the connection between the Help Center and our SmarterTrack Help Desk system.
We noticed an immediate, sizeable increase in ticket volume, so much in fact,
that we were concerned about how to handle the extra tickets from a resource
management point of view.

So for 2 months we have been monitoring the levels closely, and we are confident
in saying that we have now found the problem and fixed it.

Furthermore, our great new customer service team that we hired in the fall has
stepped up to the plate and is handling the increased load of tickets beautifully.
Our overall average response time is now 27 hours, which means that for most
tickets submitted on a weekday, you will receive a personal response the same
day.

We know the running narrative in the Forum is that it takes 3 weeks to hear back
from the Help Desk. I suppose this is an improvement over what people used
to say, that one would never hear back. But we'd like to inform everyone
of a NEW reality, where our folks are getting back to you in record time, and
also with exceptional levels of service.

Because we do not anticipate needing a Missing Help Desk Ticket topic any more,
I have removed that topic from public view. It has been over two months since
anyone posted under that topic, and it just isn't a good look. I trust you
will agree.

Message Has 13 Replies:

View Thread Re: Some excellent news! - Nubs_Select (3525)
Amazing News! [...] as I was reading the message I was thinking the same thing and then noticed you were also thinking the same thing :D:D Glad to hear that progress has been [...]
(9 months ago, Apr 26, 2023, to Administrative)
View Thread Re: Some excellent news! - BricksOfFaith (136)
This is a reason to celebrate! Thank you so much Russel! :)
(9 months ago, Apr 26, 2023, to Administrative)
View Thread Re: Some excellent news! - 1001bricks (51660)
That's for sure good news! Fresh newbies or seasoned members at one moment need some help or someone to be with them, it's the same for all of us. Just a few minutes [...]
(9 months ago, Apr 26, 2023, to Administrative)
View Thread Re: Some excellent news! - wildchicken13 (872)
[...] Dat is goed nieuws!
(9 months ago, Apr 26, 2023, to Administrative)
View Thread Re: Some excellent news! - pcthurman (1138)
Thank is amazing news! Thank you, Russell.
(9 months ago, Apr 26, 2023, to Administrative)
View Thread Re: Some excellent news! - StarBrick (6988)
Glad the process speed has increased and noticable. Can't wait to try it out :-)! No seriously, stability is ok last months (don't jinx it!!!), and I trust [...]
(9 months ago, Apr 27, 2023, to Administrative)
View Thread Re: Some excellent news! - Ziegelmeister (175)
[...] [...] This is great news. I personally/thankfully have not had to deal with problem tickets but I've sure heard about it over the last two years. Hopefully I'll [...]
(9 months ago, Apr 27, 2023, to Administrative)
View Thread Re: Some excellent news! - WoutR (915)
[...] Excellent news indeed! Very happy to read this!
(9 months ago, Apr 27, 2023, to Administrative)
View Thread Re: Some excellent news! - Give.Me.A.Brick (10515)
That's really excellent to read this, Russell! And even more excellent, is that I witnessed/experienced it very recently :) On Saturday 15th I submitted a ticket with [...]
(9 months ago, Apr 27, 2023, to Administrative)
View Thread Re: Some excellent news! - tons_of_bricks (12467)
Awesome! I've rarely had to contact the help desk, but this is great new for those that do. So, thank you!
(9 months ago, Apr 27, 2023, to Administrative)
View Thread Re: Some excellent news! - Brickwilbo (1532)
👍🏻 In Administrative, Admin_Russell writes: [...]
(9 months ago, Apr 27, 2023, to Administrative)
View Thread Re: Some excellent news! - legoman77 (3628)
[...] AI? John P
(9 months ago, Apr 27, 2023, to Administrative)
View Thread Re: Some excellent news! - Reki_Lobsheek (2457)
Thanks for sharing this most excellent news! Erikk
(9 months ago, Apr 28, 2023, to Administrative)

26 Messages in this Thread:

 Msg 1 « - Admin_Russell 9 months ago Apr 26, 2023 to Administrative
 Msg 2 - Nubs_Select (3525) 9 months ago Apr 26, 2023 to Administrative
 Msg 3 - 1001bricks (51660) 9 months ago Apr 26, 2023 to Administrative
 Msg 4 - 1001bricks (51660) 9 months ago Apr 26, 2023 to Administrative
 Msg 5 - Nubs_Select (3525) 9 months ago Apr 26, 2023 to Administrative
 Msg 6 - BricksOfFaith (136) 9 months ago Apr 26, 2023 to Administrative
 Msg 7 - 1001bricks (51660) 9 months ago Apr 26, 2023 to Administrative
 Msg 8 - wildchicken13 (872) 9 months ago Apr 26, 2023 to Administrative
 Msg 9 - Nubs_Select (3525) 9 months ago Apr 26, 2023 to Administrative
 Msg 10 - wildchicken13 (872) 9 months ago Apr 26, 2023 to Administrative
 Msg 11 - maxx3001 (2528) 9 months ago Apr 27, 2023 to Administrative
 Msg 12 - Nubs_Select (3525) 9 months ago Apr 27, 2023 to Administrative
 Msg 13 - pcthurman (1138) 9 months ago Apr 26, 2023 to Administrative
 Msg 14 - StarBrick (6988) 9 months ago Apr 27, 2023 to Administrative
 Msg 15 - WoutR (915) 9 months ago Apr 27, 2023 to Administrative
 Msg 16 - Nubs_Select (3525) 9 months ago Apr 27, 2023 to Administrative
 Msg 17 - Ziegelmeister (175) 9 months ago Apr 27, 2023 to Administrative
 Msg 18 - WoutR (915) 9 months ago Apr 27, 2023 to Administrative
 Msg 19 - Give.Me.A.Brick (10515) 9 months ago Apr 27, 2023 to Administrative
 Msg 20 - 1001bricks (51660) 9 months ago Apr 27, 2023 to Administrative
 Msg 21 - tons_of_bricks (12467) 9 months ago Apr 27, 2023 to Administrative
 Msg 22 - Brickwilbo (1532) 9 months ago Apr 27, 2023 to Administrative
 Msg 23 - legoman77 (3628) 9 months ago Apr 27, 2023 to Administrative
 Msg 24 - 1001bricks (51660) 9 months ago Apr 27, 2023 to Administrative
 Msg 25 - legoman77 (3628) 9 months ago Apr 27, 2023 to Administrative
 Msg 26 - Reki_Lobsheek (2457) 9 months ago Apr 28, 2023 to Administrative

 Previous Message   Next Message 

Entire thread on one page
This message and all its replies on one page