Last month we wrote about changes made to our customer care, and with this blogpost we like to update you on our status. We have work to do and we know it, but we are also confident we can vastly improve our service to go along with what we think are the best headsets for PCVR.
Here's an update on our progress for customer care in January.
The three main points are:
Better division of workload
We have split our customer care tasks into three areas. This way we can create more expertise within these sub-departments to increase the efficiency. These three sub-departments are:
Pre-sales
- This is for questions about our products, changing (pre)orders or cancelling them, as well as any refunds, either before shipping or within the 14 days free return period.
Logistics
- This department handles all questions and communication regarding shipping, and is in contact with all our logistic partners from around the world.
Tech support
- Here we handle tech questions, repairs and RMAs.
Results
Of course these results are a work-in-progress but we're happy to share that:
- Escalated cases have decreased by 50%
- We have now firmly stocked warehouses around the world, so delayed shipments don't happen anymore, except with exceptions (such as lost packages)
- We got rid of our backlog of tickets for tech support and can now reply tech questions within one working day, and we're also set to achieve this for RMAs and repairs soon.
- The presales questions currently need more time, but we're working hard to get rid of this backlog as well.
- Our US hotline is open and receiving multiple calls a day. (Call us from 09:00 AM to 17:00 PM Eastern Standard Time. The number is 408 461 1259.)
We're totally committed to improving our service, because you users make Pimax possible. We're on a journey to go where no one has gone before — together with you.
