After extensive testing of the telephone support system we have completed the phased test, and have drawn our conclusions.

The net result of the tests, and the feedback, is that whilst it was nice to have telephone support, it added nothing to the level of service, that couldn't be done online.

Further, whilst help was given, for the most part complex issues were either transfered to tickets, or, dealt with there and then, but with lengthy hold times. Given this, it was felt that it was not really an adequate solution on the basis of effectiveness, nor cost from our part.

In order to ensure that people have an alternative to tickets, we also have introduced live chat. This means that if you want to interact real time with somebody you can, however it is not such as drain on resources (requires a 1:1 staffing ratio) from our point of view, but still allows excellent service.

You will see the live chat boxes indicating availability at the top of pages effective immediatly.

Monday, April 6, 2009

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