Read What I'm Talking About Here..
Hey guys it's Jill and I am so excited to introduce you to this new evolution in our support system today. We're just rolling it out so please be patient with us as we figure out some of the really best ways to delight you with this new service. But as you've noticed for the last couple of years as our staff has grown and I am doing less and less of the direct support on tickets. We've got some communication issues going on and that's in things like I answer an email somebody else answers an email somebody writes a note to you on your help ticket blah blah blah blah blah. It's annoying right. Well, I think we're on the verge of solving it. And I'm really excited for this, because to you, it's just going to look like an email thread to us, it's going to look like if you message us or email us or submit a help request or go to our Facebook page and send a messenger or go to the website and just click on that contact button. They all come into the same place and we can all access them, and reply to you, in one single email thread how cool is that. So we'll be turning your tickets into an email thread. We may be combining or merging some of your emails and other messages into that same thread so that we've got all of our notes in one place.
You may have already been introduced to Cynthia are phenomenal website support specialists, she does a lot of the maintenance on your site and the ongoing updates and boy, are there a lot of updates these days. And lately, you may have been talking with Frankie, who is our tech specialist and project manager and really has become my right hand woman. We have a whole team have other people that are working behind the scenes, but the three of us are mainly the ones that interact with you. And I just want to make sure that we're not stepping on each other's toes. We're getting you the answers in the most efficient way possible, and still giving you just easy service that's taking all of that tech overwhelm off of your plate. So again, just bear with us a little bit as we get used to the system and as you get used to the system, and please do send any feedback that you have. First thing that you'll notice though is if you submit a help request, it actually is now coming from a new email address, called help requests at ultimate wp help.com. So, if you reply to that email that just sets right into our threading system. So, you know, if you've got information to add please don't go and add it on to the originally submitted help are passed and we'll have notes on the website about this, but just keep replying. So not everybody loves email I know you like your slack and all of those kinds of things. But for us this enables us to serve all of our various clients as well as allowing us to be more efficient in our service to you. If you know anything about me, it's that I don't love to have me or you or my staff spend every waking hour working, I think that we live in an absolutely beautiful world, and we should go explore it. Even if we're doing that safely and from behind masks these days. So with this new system. It allows everything to come in and out of your email box, it allows us to have one dashboard that we're looking at things from will for right now continue with marking your tickets as to the status that they are and who's working on it, and we will always continue marking with the member notes any tickets and time tracking. We're getting caught up on all of that. So if you have any questions about personal help time available to you or captain's bridge meetings, or if you have a question about what captain's bridge, even is, please do send me an email. I'll likely respond to it but maybe even one of my staff but they know to assign it to me. Okay, have at it, we will see you in your inbox.
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