(1/7)
#AtherOwners #FutureOwners
Let’s address the elephant in the room (in this case, the elephant on calls/emails/DMs). Our customer support has been a bit underwhelming recently. You’re dealing with long wait times and delayed responses - from our CS team & local partners
#AtherOwners #FutureOwners
Let’s address the elephant in the room (in this case, the elephant on calls/emails/DMs). Our customer support has been a bit underwhelming recently. You’re dealing with long wait times and delayed responses - from our CS team & local partners
(2/7)
Dec has been kinda crazy (duh! 4 new cities, more on the way, shifting to a new factory, working with local partners for the first time). In between all this, there’s been a surge of calls and emails, coz you guys are eager (and we’re really happy to see this enthusiasm!!)
Dec has been kinda crazy (duh! 4 new cities, more on the way, shifting to a new factory, working with local partners for the first time). In between all this, there’s been a surge of calls and emails, coz you guys are eager (and we’re really happy to see this enthusiasm!!)
(3/7)
Honestly, we weren’t fully prepared for this volume of queries from across the country. (We got a little excited running our ads on TV and print which might explain this). Our avg. waiting time jumped from 19s to 135s (and 34% dropped off before connecting to a human)
Honestly, we weren’t fully prepared for this volume of queries from across the country. (We got a little excited running our ads on TV and print which might explain this). Our avg. waiting time jumped from 19s to 135s (and 34% dropped off before connecting to a human)
(4/7)
Email responses? From 3 hours to about 14 hours (we know it seems much longer to you, but we double checked this).
You’re frustrated and we get it. Waiting is tough. We’re equally frustrated. Dealing with this volume of work suddenly overnight is just as difficult.
Email responses? From 3 hours to about 14 hours (we know it seems much longer to you, but we double checked this).
You’re frustrated and we get it. Waiting is tough. We’re equally frustrated. Dealing with this volume of work suddenly overnight is just as difficult.
(5/7)
Now that you know the why behind this, here’s how we’re fixing things.
Short term: more people ASAP (not ‘coming soon’ but ASAP). Will still take a couple weeks to hire and train them - don’t want you to connect to a human only to have your problem left unresolved.
Now that you know the why behind this, here’s how we’re fixing things.
Short term: more people ASAP (not ‘coming soon’ but ASAP). Will still take a couple weeks to hire and train them - don’t want you to connect to a human only to have your problem left unresolved.
(6/7)
Long-term: Exploring some potential automation and tech based solutions to reduce the load on our executives and resolve common queries. Plus heavily expanding our team (at Ather HQ and with our retail partners) so this doesn’t continue.
Long-term: Exploring some potential automation and tech based solutions to reduce the load on our executives and resolve common queries. Plus heavily expanding our team (at Ather HQ and with our retail partners) so this doesn’t continue.
(7/7)
At times like this, the community is a great resource. A lot of you will have similar questions or doubts. Other owners might be able to answer faster: forum.atherenergy.com/t/ask-an-ather…
If it's not urgent, just send an email. Each phone call takes longer than replying to a mail.
At times like this, the community is a great resource. A lot of you will have similar questions or doubts. Other owners might be able to answer faster: forum.atherenergy.com/t/ask-an-ather…
If it's not urgent, just send an email. Each phone call takes longer than replying to a mail.
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