We are making some improvements to the way that
we work to ensure that we can continue to deliver an even better service in a
timely and authoritative manner.
Currently, most customer communication with the e-shot team is handled on a one to one basis when you speak to our Support team or an Account Manager. We put high value on having a team who know who our customers are and who are able to help in an informed and proactive manner, but as we have grown, it has meant that we are sometimes not dealing with things as efficiently as we would like to. If a member of the team is away or helping another customer, they may not be able to respond in a timely fashion and sometimes they may not be the best person to handle the enquiry or resolve an issue.
To improve, we are centralising our customer communication
channels, so that everything is managed collaboratively and more efficiently
without the dependency on one individual. This should improve response times
and help us to resolve things more authoritatively.
We are also making some technical changes through investment in new support and live chat systems as part of these improvements.
We are also consolidating our Support, Administration and Account Management teams into a single Customer Success team. Please rest assured that you will be contacting the same UK-based team that you already know, but they will now work collectively to help with anything and everything to ensure you get the best possible experience out of our software and our service.
If you have any questions relating to these changes, then please feel free to ask the team via our new central mailbox – firstname.lastname@example.org.
We are confident that we can help you, which is why we offer a free healthcheck to identify potential issues with your current programme and free advice on things that could be done to improve it.