Customer Service Updates and Improvements

We’d like to share some exciting improvements and refinements that will create a better experience for our customers.

While hiring has been challenging, we’ve been fortunate to hire a few great folks who are creating a better customer experience. We are excited about the growth within our team, and look forward to even more improvements in the future - stay tuned!

We've heard your feedback about pain points with our current customer support system -- so we've taken some time to rebuild our customer support system from the ground up.

Easier Ticket Submissions - Introducing our new “Contact Us” widget!

You may have noticed a small “Contact Us” button on the bottom right corner of our FAQ and Contact Us pages! Rather than having to write in an email to us, you can now create a ticket directly on our site itself via this new widget.

We’ve had a few customers with email deliverability issues. These issues should be resolved through use of the widget, so we can say goodbye to lost emails!

Faster Responses and Resolutions - Improvements and Solutions Articles

We have up to a 3 business day turnaround for most support tickets, but we realized that not all tickets are created equal. We've created a new system which helps us sort and assign tickets based on how time-sensitive they are. A ticket to cancel an in-stock order should be handled quicker than an address change on a group buy that won't ship for a while. 

This does mean we are requiring a little more information from our customers beforehand:



We've trained our team on this new system, and this new level of organization will result in faster response and resolution times for more urgent tickets. Hopefully, we can also bring our average response time down as well!
 
In addition to the FAQ on our main site, we’ve added Solution Articles on our support portal and within our widget for easier problem solving.

Please Share Your Feedback! 

Lastly, we would love to hear from you so that we can continuously mold ourselves to fit your needs. To that end, we have implemented a customer satisfaction survey which will be sent out whenever we finish resolving a ticket. 

Please feel free to send us any kind of constructive feedback through that form so that we can make our customer support experience even better!
 
All in all, we’ve made a lot of changes to our customer support systems and experience, but this is just the beginning. You can expect to see many more improvements from the team in 2022, the year of refinement!
 
As always, thank you for your incredible support!
The CannonKeys Team