Our customer support hasn’t been up to scratch lately. Responses have been slow and we want to explain why. Back in late August, we moved to a new system that will make customer support much faster and more efficient.
But something happened- Thousands of old queries got mixed in with the new and we had no way of distinguishing between them. This meant 100s of hours of extra work for our people in CX and sadly, extra waiting time for you.
Since then, we’ve been putting in overtime. We’ve sped up our hiring efforts. We’ve borrowed people from other parts of the business to chip in. We dug deep and we’ve made headway but we’re not quite there yet.
We know you deserve better and that’s exactly what we’re going to deliver – swift, in-app resolutions, resolved within 24 hours! We’re still a few weeks away from being at our dream state, but we just wanted to assure you that we’re working around the clock to get there.
Lastly, if you’ve already raised a ticket, you won’t need to raise another. It’s not lost – just taking us a bit longer to get to it. Thanks for bearing with us while we transition to a smoother experience for everyone!