palmerit wrote:This actually goes a bit further than anything mentioned above. Every company that has a good and successful helpdesk will tell you.. You don't have to resolve the issue immediately (usually) so waiting 2+ weeks for tile updates is "OK" to the end user. What most people want, is to simply *know* that their concerns have been heard. Most prefer a communication with a personal touch, rather than a canned email response.
We used to send some clueless kid on a service call if no tech could get to it. They'd look at the printer, try to run some test pages, and then tell the customer that a tech would be out the next day with parts. We called them "appeasement engineers".
banished wrote:I am uncertain it is realistic for users to expect a personal reply to their reports. If I make a report and the next time I drive the same route the problem is gone, that is all the feedback I need. Perhaps their are cultural differences in your country of which I am unaware, but I generally think people are people.
The problem is, if a user sends a UR, the AM goes in and immediately fixes it, the Wazer continues to drive the route for several days, the problem doesn't get fixed, and there's a good chance the Wazer deletes the app and moves on to something else. The user has no idea that the problem has been fixed, or that it might take 2 or 3 weeks before he sees the results on the app.
While a lot of the users never check their e-mail, or give fake addresses, if there's no e-mail being sent out, there's zero chance that they're going to get this information.
I've been having a lot more success at getting users to reply recently...especially if I get to the UR within 24 hours. The ones who do reply seem thrilled to know that someone got the report and that someone took 30 seconds to copy and paste a reply to them.
These are the people who are going to give more detailed reports in the future, and who are going to recommend Waze to their friends, and possibly even explain to their friends that there's a living, breathing support person in the area who is willing to help them.