 VTBrendanViatalkPremium,VIP
join:2005-06-27
Clifton Park, NY
kudos:1 | reply to B
Re: ViaTalk Q/A said by B:Man you are brave. 1. What are current turnaround times on support tickets and calls? Support calls during peak hours today reached upwards of an hour and a half. Tickets, are probably looking at a couple of days.
said by B:2. What has VT done to address support issues during this crunch time? We've more than doubled our staff size to date, however getting these new people to the point where then actually serve a purpose above and beyond being a warm body to talk to takes a bit of time. The results of these new hires should start showing soon.
said by B:3. When can we expect a return to Viatalk's normal levels of customer service? As quickly as possible. I don't want to commit to a firm timeline, however a hold time of under 10 minutes during peak hours and under 5 during off peak hours is always our goal, and always what we will be working towards.
said by B:4. What is the status on acquisition of new adapters (i.e., the supply chain)? We have had people on the phones literally all day working on securing more equipment. We have shipments arriving daily, and many thousands ofunits en route currently. Due to the shortage we've actually had to start periodically ordering equipment a step up from the PAP2's to keep the flow going.
said by B:5. What can you tell us about porting re: Sunrocket numbers? Will some numbers be lost even if requests are submitted before 8/5/07? While I can't commit to this 100%, I have been told by the companies that own the numbers that there should be no issue porting them over to us regardless of SR's fate. |
