Support tickets replacing email for borrowers

Discussion in 'Announcements' started by Julia Kurnia, Sep 22, 2017.

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  1. Julia Kurnia

    Julia Kurnia Director, Zidisha Zidisha Staff

    This week, we launched a Support Ticket feature, designed to improve response times for borrower help requests. Support Tickets replace email and SMS as the main way in which our staff provides help to borrowers.

    Our borrower community has grown at a record rate this year, with new borrowing members joining at a rate of about 10,000 per month. This is a wonderful thing. At the same time, it has become challenging for our team of volunteers to provide timely responses to borrowers who email with questions and requests for help.

    The new Support Ticket feature has several advantages over email-based support:
    • It automatically generates translations of support messages and replies, allowing our (mostly English-speaking) team to interact with non-anglophone borrowers.
    • Since it is accessed within our website, it allows our team to instantly see the data associated with the borrower's account. This reduces the need to request additional detail and increases the likelihood that we will be able to solve the request immediately.
    • Answers to the most frequently asked questions are displayed instantly, often eliminating the need for a support ticket.
    • It is easier to use for the growing percentage of our members who joined via the smartphone app and do not use email frequently.

    Going forward, instead of sending emails, we ask that borrowers create a support ticket in order to request help from our team.

    Support tickets are accessible in the Help page of borrower accounts, both in the website and in the latest version of the Zidisha Android app.
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