Affiliate Window Introduce Live Support

[chrisg]

I am delighted to announce that Affiliate Window is going to be trialing a new channel for supporting merchants and affiliates in addition to ticket and telephone support.

From the 20th July 2007 up until the end of August, Affiliate Window is offering Instant Messenger support for affiliates and merchants via MSN, Yahoo, AIM and Skype. For both merchants and affiliates we have dedicated handles/addresses for Technical Support and for merchants and developers integrating programmes we have a handle/address for our integrations team.

This service is available between 9.00 am and 5.30 pm during weekdays only.

The handles and addresses for the accounts are below.

Technical Support Instant Messenger

Skype: AWSupport
MSN: support@affiliatewindow.com
AIM: AwinSupport
Yahoo: aff1win@yahoo.com

Merchant Integration Instant Messenger

Skype: AWIntegration
MSN: integration@affiliatewindow.com
AIM: AwinIntegration
Yahoo: AWIntegration@yahoo.com

The normal ways of contacting support are still available. Details of which are below.

Online Ticketing System

Both Affiliates and merchants can send in enquiries through our online ticket system. You should get a reply within 3 hours during week days between 9.00 am and 5.30 pm.

To submit a ticket log in to your account and click on 'Create New Ticket' in the navigation on the right of the page in your administration area. Alternatively you can click here Affiliate Network - Affiliate Window

Telephone

If you would like a chat please give us a call on 0870 990 4228 between the hours of 9.00 am and 5.30 pm.

I hope that this new addition will prove successful and useful for you. If you have any questions or would like to contact me direct then please do so using the details below.

Regards

[3wdl]

Excellent stuff - well done Chris & the team at AW. It's always handy to have network staff on MSN to bug!

[Graham@Buyagift]

This is great. However they're offline at the mo?!

Graham

[chrisg]

Hi Graham

I have now added you as a contact so you should be able to see us as online.

Regards

[drivetowin]

On the plus side - well done to AW - another step forward from what for me (and I know for others too) is becoming THE network for 2007.

On the down side - it is a sad reflection of how seriously most networks take support provision that in 2007 we are congratulating a network for using Instant Messaging

I still think the first network to really improve though will be the first to offer 24/7 real person support, with a fully binding service level agreement - with the size of most networks now and the availability of different communication methods it really should not be difficult to do - IF the will is there to do it.

But don't let that take anything away from AW here - well done guys.

[Qui Gon Jinn]

Can we have 24 / 7 for night owls, pretty pwease

[John Jupp]

If AW are really, really interested I could offer them a website based 24/7 live FREEPHONE facility using VoIP with a web based call button and alternative text messaging. If they don't want to pay the customer calls then I can supply a paid VoIP line that non VoiP customers can also use on a terrestrial line.

Just my two pence worth.

[Paul Smith]

Excellent move guys,

Having network staff on my MSN has saved hours in the past, i'm sure this will be well recieved by both merchants and affiliates alike.

[chrisg]

If AW are really, really interested I could offer them a website based 24/7 live FREEPHONE facility using VoIP with a web based call button and alternative text messaging. If they don't want to pay the customer calls then I can supply a paid VoIP line that non VoiP customers can also use on a terrestrial line.

John Jupp - Interesting system. It isn't something we are currently looking at.

Can we have 24 / 7 for night owls, pretty pwease

Qui Gon Jinn - 24/7 support is currently not an option from our perspective. The volume of enquiries that we get does not warrant a support representative being on call near a computer 24 hours a day.

I am always online and do monitor ticket enquiries and the forum. If you want to ask me questions out of hours then my MSN is below.

[Paul Wright]

This is great. As some networks out there descend into trouble ticket oblivion AW move the opposite way and raise the bar.

Hope the trial proves to be a successful one.

Paul

[jess1]

cool beans and very top bananas, although your ticket system seems to work a treat, but choice is always a good thing.