After each ticket, you'll see a small box at the top of your ticket asking to rate your experience with GreySignal for this interaction. It is a once click survey, where you can also optionally leave us comments. This helps us improve the entire experience as we're able to analyze things on much deeper level.
Imagine this: You submit a ticket and you feel that the support agent took forever to complete the ticket. You don't leave a satisfaction comment, so we're thinking you were happy with the support. You however are not happy and things aren't actually resolved, possibly not knowing that GreySignal has to sometimes involve third parties for software, hardware, and phone system repair, which is where the lag time comes into play.
Why this helps us.... AND.... helps you: You may be thinking wow, another survey. It is actually a one-click button that opens a window, then you can close it. You may optionally leave us a comment as well. If you were in the above situation, please mark that were unsatisfied so we can have someone reach out to you and explain what happened, whether we were waiting for a telephone company to respond, someone from a third part company, or even an ISP to get a resolution. While GreySignal prides itself as a one-stop-shop for all technical issues, there are many times where issues you've reported we may need to reroute to a third party, which we can only hold their feet to the fire for so long for an answer.
Our systems are extremely intelligent: GreySignal handles hundreds of tickets a day and can easily swift through tickets and assign technicians in a matter of seconds based on proprietary technology we've built to understand each concern and better serve you. Sometimes a ticket will slip through the cracks and either close itself, or close because you didn't respond. If you submitted a ticket using an incorrect (or personal) email, we won't receive it. We advise registering with our system and staying logged in. Check this article out for help with that. If that is the case, please let us know you'd like someone to train you how to make our ticket system work for you.
We review EVERY single comment: While you may think your voice goes unheard, please note that we have calls multiple times a week between our dedicated Customer Advocacy and Management teams and will ensure your request is fixed, but we cannot do that unless you have clicked that satisfied or unsatisfied button.
Here's an example of what the process is like. See how easy?
Bad satisfaction or unsolved ticket: Our agents are highly trained but we all sometimes make mistakes. One of the most common issues we have is instead of replying to the ticket stating there is a problem, a customer may submit that the issue is not corrected in the satisfaction box. This will not ping the agent, but will leave the comment for our management team to look at a week later. Here is an example:
In this example a name was mis-spelled. We would advise you reply back with this so the agent is instantly pinged about the mistake. Otherwise, you may be waiting for someone to reach out to you.
Have questions? Let us know below in the comments!