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liamwli

Change the 24 hours notice on the ask an agent page?

Status: Not For Us
by liamwli on ‎14-04-2012 11:26

On the ask an agent page, it says 24 hours. Agents have been taking longer and longer to respond lately, so I think it should say:

 

Agents can take up to 48 hours to respond. On average they respond within 24 hours.

 

This will stop new customers getting annoyed waiting for agents to respond :smileyhappy:

 

Kudo if you agree - giffgaff look at ideas with 10 or more kudos!

 

Liam

Status: Not For Us
Hi guys, I've checked in with the Service Manager who has confirmed our agents are responding to cases well within 24 hours, so this idea isn't needed, but thank you for your contribution and I look forward to your future ideas!
Comments
by stephenmiller on ‎15-04-2012 16:58

I think that the main issue with agent response times isn't the response time to your initial query it's the response time to follow ups to that query, if you exchange five messages with an agent that could take up to five full days which I'm sure you'll agree does not cry out efficiency. 

by knoppixeu on ‎16-04-2012 03:11

The average time is 24 hours so I doubt this will be changed. Good spot though! 

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