In the event that a team member fails to respond to a guest message, it can be frustrating. To address this, please contact [email protected] with the relevant details, including the guest’s name, the timestamp of the original message, and a summary of the situation.
Our team will then review the team member’s logs and the ticket notes system to pinpoint the cause of the delay. This system ensures that an available team member takes over reopened tickets, though occasional lapses may occur due to high volumes. Based on our findings, we will provide additional training where necessary.
Your feedback is invaluable in this process, so please share specific examples with us. This helps us refine our approach and prevent similar delays in the future, maintaining the trust you place in our services.