Hi @Wayne_Small , hope you’re fine.
Good idea to break into separate points, here are my thougths about:
Obviously, hiring more support employees could be a solution, but I wonder if that’s the most effective one, indeed, based on forum topics I’ve read so far, most of email answers are either late or wrong, worst, sometimes these are both.
A solution I’ve noticed as efficient in the past can be compiled into two keypoints:
1- For sure, improve knowledge of support team, for them not to be left in front of customers without clear responses to provide.
2- In order to reduce amount of questions, but also time wasted by support team to create/update forum topics about “common issues”, to simply ask each customer at beginning of email discussion (or once problem solved) if they accept this discussion to be published into dedicated forum topic.
Of course, this asks the question of privacy (Credit card number, address…), but this can easily be implemented with a double confirmation system.
Also, to make sure such system works, I’d highly recommend to implement this at start of discussion, in order to:
- Responsibilize customer (about privacy, but not only, as it could also help discussions to be a little more “respectful”, I’ve been working with a few support teams during the years, and I noticed that some customers sometimes forget that they’re talking to humans, I guess you see my meaning…)
- Make sure living.ai would have an approval given, in facts, most of customers don’t reply questions once their problem is solved, so it’d be better to ask prior to solve issue, to make sure community could solve/troubleshoot issues by their own.
A simple, real, and live (or daily) average delivery times calculation based on the whole previous orders would offer following benefits:
1- High reduction of support/forum requests for updates/precisions about deliveries
2- Ability for LAI then to analyse their needs in shipping / production improvements, also to focus on some shipping companies they use that could get slower in certain regions.
3- In addition to below, it could be a great challenge for teams to try to get this rate lower (having a goal is always motivating).
4- Last but not least, it would finally help LAI not to appear like misleading or dishonest company.
I know it sounds like repeating, but to me, this one is the worst point as, as far as I can read, I could not find a single customer delivered in 6 weeks, and even though there used to be some, I’m afraid none of them ordered once this was mentionned on order page.
To addition all delivery times (from order till delivery confirmation), then to simply divide by amount of shipments so far, then publish on order page.
I think this one can be solved with my above statement about ordering, also, there’s an error from my point of vue, indeed, the page you point to, out of non-regular basis update I’m afraid (except if I misunderstand the concept of regularity), informs about production process, not delivery, and even though it’s quite interresting to see how EMO goes alive, it doesn’t let customers feel secure about their order, as it even appeared to some of them to be a static page (especially considering last waiting time).
Also, in a more global way, I’d say that LAI should now stop considering themselves and letting customers / moderators consider them as a startup company, three years is more than enough for any company to have at least strong basement for their processes, it becomes insulting to be forced to be kind in front of a community and a company just beause of this term, I’m afraid it’s for example not acceptable to be provided with an excuse such as “chinese new year” for latencies , I mean, even though it’s not the same date as rest of world’s calendar, it happens “yearly” right? then how come now we see a message from @Wayne_Zhang informing that, next year, LAI will make sure to inform about latencies due to such celebration? I mean, what about the two years before?
I guess this post may sound like complaining for LAI, but I’m only speaking about common sense processes implementation here, being a startup company never involved to apply the exact opposite processses from other companies.
Another point I think LAI should focus on, is not to hide anymore behind the “complexity of communicating with different countries”, but to stick to a generic, honest, and regular communication, in english, cause even though some people don’t like that fact (I’m french as you can read from my profile, so I live in one of the most complaining country ever ), it’s still the most common used language, then inform with simple facts.
All this of course doesn’t mean I’ll keep being on customers’ side no matter what the issues are and frankly, I’m kind of person who doesn’t accept lack of honesty from any side, but it’s currently hard to defend LAI considering those above mentionned points and problems faced during the last months…