Entrecard’s New Customer Service System (and Staff)
Written on November 29th, 2008 by Graham
Hello Entrecarders!
Today I’m pleased to announce that we’ve taken an important step in improving our customer service. We’ve upgraded to a fully-featured Ticket System. Our new helpdesk system will allow us to better manage and track your support inquiries. You will also be able to log into our support system, and see the status of tickets that you create, using the login details automatically provided when you first submit a ticket. Just a warning though that the first time you submit a ticket now, you may need to click a link in an email to approve your email address.
The really cool thing about this new support system is that with each ticket and inquiry, it builds a knowledge base so that after we fill it up with completed tickets, members needing customer service will be able to view similar problems and solutions that have already been handled. In a month once we have some “knowledge” in the “knowledge base”, I’ll demo how all that works right here, on the Entrecard blog.
Also, you should be aware that if you have an open support ticket, please be patient with us while we fully transition to our new support system.
Who’s at the support desk
So with this swanky new support system, you’re probably all wondering who’s handling the support. Entrecarders, meet Stuart of Secluded Habitat. You’ve probably seen him around, and if it helps to put a face to the name, here’s his card:
Ohhhh yeah! him! Is probably what you’re saying. So I’m quite proud to announce Stuart is the newest paid staff on the Entrecard Team. And you’ll be hearing from him right here, on the EC blog, shortly. Also, please note that if you see him around the forum, he does have the administrator status. He needs it to handle all the support queries.
So everyone give a big round of applause for Stuart who’s handling support. Be kind and give him a drop today as a warm welcome!
November 29th, 2008 at 4:00 pm
Welcome aboard Stuart.
November 29th, 2008 at 4:45 pm
Welcome Stuart! I’m sure your help is very well needed right now
November 29th, 2008 at 5:06 pm
Great step and congrats Stuart.
November 29th, 2008 at 7:08 pm
I didn’t make the connection until I saw the card. Congrats Stuart!
November 29th, 2008 at 7:09 pm
lol welcome and good luck, stuart, you will need it. ^^
November 29th, 2008 at 7:10 pm
Hey Stuart congratulations!
November 29th, 2008 at 8:36 pm
First nice to see you take on this task Stuart,and secondly this has been a much needed upgrade to EC.
November 29th, 2008 at 8:55 pm
Not the last upgrade we’re making in the near term
November 29th, 2008 at 9:55 pm
You made a great choice with Stuart, Graham. Stuart, Congratulations and I wish you all the best!
November 29th, 2008 at 10:47 pm
Hello Stuart Congratulations and good luck..
November 29th, 2008 at 11:59 pm
Actually, the FDA is not responsible for testing anything. The companies themselves are responsible for submitting reports, adn then the FDA looks over the data.
November 30th, 2008 at 12:02 am
Hi Everyone,
Thanks so much for the warm welcome. I will be doing my best at all times.
Stuart
November 30th, 2008 at 12:03 am
I think that discussion is in the forum, turnip
November 30th, 2008 at 12:38 am
Oh Great news. Congrats
November 30th, 2008 at 1:29 am
Congratulations Stuart!
November 30th, 2008 at 3:30 am
Welcome aboard Stuart. Dropped on your site.
November 30th, 2008 at 5:57 am
This is great news for the site. I’m looking forward to more positivity.
November 30th, 2008 at 8:04 am
Surely, an important step.
This will avoid the same problem being reported again and again in the support forum, and will thus avoid answering same answer multiple times to many users.
What will happen to the support forum, then?
November 30th, 2008 at 9:05 am
A great choice in Stuart. Knock em dead Stu! Well… not literally.
November 30th, 2008 at 1:40 pm
Very nice! I hope that the knowledge in the knowledge base will be easily searchable. The only problem with support databases is when its hard to find the answer you are looking for. I’m sure, though, that you’ll find a good way to make all the answers easily accessible.
Nathan
November 30th, 2008 at 1:40 pm
Welcome Stuart. Fortunately, I have not had any reason to use the support system (yet)…but glad to know that there is someone as capable as you at the helm.
November 30th, 2008 at 3:09 pm
thanks everything, for giving Stuart a warm welcome
November 30th, 2008 at 3:35 pm
Oh that’s great ! wish you guys luck
December 1st, 2008 at 1:11 am
[...] will be excited to hear that I am now manning the support desk (for an hour a day) at Entrecard (as per this post on the Entrecard Blog). I have spent quite a bit of time getting a new helpdesk system set up in my free time and now I [...]
December 1st, 2008 at 7:30 pm
Have known him for so long. Great blogger with great personalities
I’m sure he’ll be welcomed by every one of us here
December 2nd, 2008 at 8:51 am
The ticket system for support/tech stuff is great! Saves so much of the repeat queries. Goodstuff Graham
Glad to see Stuart at the helm!
December 3rd, 2008 at 3:17 am
I read Stuart’s blog and congratulate him on his new job in Entrecard family. It is exciting to see one of our family members got a paid job.
December 4th, 2008 at 5:32 pm
Welcome Stuart!
Cheers from a loyal entrecarders,
Snow ^_^