We are happy to announce the official availability of direct WhatsApp for Business support on our main contact number: +44 (0)333 090 3093. The now very large groups of customers have proven to us the value of social media and easy access to the team, however have never allowed us to do that in a manner that's useful or efficient. Facebook groups provide no way to integrate with our 3rd party support systems, log tickets, or even gather data on common complaints to understand priorities or bugs in a more quantifiable way.
We have been quietly investing the required time to integrate WhatsApp to our customer service and call centre platforms, allowing you to contact all of our customer facing teams directly from the ease and simplicity of WhatsApp, where hopefully it's going to be significantly more convenient to talk to us, send us pictures/videos of installations or chargers where needed, hopefully with more minimal disruption to your day than needing to call us on the phone, step out of meetings. Of course, phone support isn't going anywhere, and the new option is going to be in addition to everything else we already offer, on the very same number we have always used.
We offer 4 options, that cater to the very vast majority of our enquiries:
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- 1 for Customer Service & Technical Support,
- 2 for Sales and Web Order enquiries,
- 3 for Order Fulfilment and,
- 4 for an Installer Account Manager.
As a result of this transition, we heavily encourage customers to contact us via Whatsapp for all support style requests, as we will be discontinuing support from all other kinds of social media platforms. While we hope the Facebook groups and other social media platforms will remain a good way to discus development priorities or provide feedback, it has unfortunately over time become untenable to manage communications effectively, keep you all updated and so forth via Facebook as a main tool.
It is neither practical nor useful to most customers anymore that we ad-hoc reply to the comments or requests that we can get to because of the tooling provided by Facebook Groups, a tool intended for very different purposes, and while we tried very hard to offer support in a more official capacity via the groups, it is time to move over to a more sustainable long term foundation to address your support queries more efficiently, while the groups can hopefully serve their true purpose moving forward.
It is neither practical nor useful to most customers anymore that we ad-hoc reply to the comments or requests that we can get to because of the tooling provided by Facebook Groups, a tool intended for very different purposes, and while we tried very hard to offer support in a more official capacity via the groups, it is time to move over to a more sustainable long term foundation to address your support queries more efficiently, while the groups can hopefully serve their true purpose moving forward.
Via WhatsApp, we can log tickets, adhere to SLAs, capture any private information we may need to identify your account, and of course empower all of our customer facing departments to assist in an integrated manner, where we are able to manage everything effectively. Without a doubt we don't always get it right, but our ethos of doing our utmost to assist customers has never changed, and with this transition we are hopefully going to do a better job than before, improving on what has been in spite of the occasional mishaps one of the very best customer service functions the industry has to offer.
As always, we welcome your feedback, and looking forward to reply to your enquiries on WhatsApp from now on.
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