As part of our ongoing improvements to the support process, we are introducing a new telephone support pilot scheme which is expected to last for 2 months. This will initially be made available to our UK customers on Max, Reseller and Plus packages. We will provide a local rate number on the toolbar for these customers and all calls will be dealt with by a small team of 1st line support agents who will try their best to help with the queries. If a query cannot be solved by the first line support agent, they will automatically escalate the query to our main support team. We will constantly monitor the call times, quality and level of service provided to see how successful this is for the customer and for the Support Team. If this proves to add greater efficiency to our support process then we would certainly look to extend this pilot into a permanent offering.
Last year when we re-branded Moonfruit, we introduced our new Support pages. We combined our huge knowledge base and active forums together with a powerful support tool, which enabled our users to search all of the information more effectively and find the answers to most of their questions. We also ensured that if this didn't meet our customers needs, there was still access to our Customer Contact Form where a support ticket could be raised with the Moonfruit Support Team.
We received a lot of feedback from our customers saying they would like to see visual tutorials as well as our guides and so earlier this year, we launched our new and growing library of video tutorials. As ever, we are welcoming feedback on what tutorials our customers would like to see. So please keep the suggestions coming.
We have also introduced a new feature on support tickets which allows customers to rate how well they felt their query/ issue was dealt with by the support team. Whilst we know we have areas we can improve on, we have been blown away by the terrific feedback we have received from the majority of our customers. The current 60 day average stands at an outstanding 95% satisfaction rating, which means only 5% need winning over.
Feedback is certainly something we will be looking for from our customers on Max, Reseller and Plus packs on whether the telephone support has improved their customer support experience and improved the turn-around time on tickets and issue resolution.
We will provide details on the pilot's outcome a little further down the line.