Help us improve support...

[TD Nick]

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Hi,

Some of you have expressed your satisfaction and dissatisfaction on this forum with the level of support and communication you have received from TradeDoubler. I have created a short questionnaire to help us identify the issues and improve them where we can.

I would appreciate it if you could email me back your answers and feedback (andreas.andreou@tradedoubler.com)

- How do you contact TradeDoubler, and how often?
Support Contact Form
A4UForum post
A4UForum PM
Email
Phone
MSN
Other, please specify
- How would you like to contact TradeDoubler?
- Are the contact details clear and visible?
- How often do you contact TradeDoubler?
- Do you contact Account Managers for support or use the support contact form?
- Do you use the New TradeDoubler Publisher Help Centre?
- Do you contact specific account managers for each program, or always contact support?
- Do you feel you speak to the right person at TradeDoubler?
- Do you find the level of service courteous and professional?
- Are you notified when a query has been resolved?
- Do you have any other feedback or suggestions you would like to make?

Many thanks for your time

Andy Andreou

[jamcamuk]

hi,

why dont you get a ticket type support desk!? each account manager has access and that will be the point of contact with-in the support desk. This way all the emails and support issues get tracked all of the time!?

[3wdl]

I agree with James - there are plenty of open source ones out there.

[a4uforummember]

I dont think TD are concerned with were they can get some off the shelf bit of cheap software.

Do it the way that Affiliate window do it.

[Indigo]

I have just completed the questionaire, I agree with above though a ticket system is needed, that way contact forms and emails cannot be ignored as they are being done so at the moment.

I am still waiting to hear back about an untracked Post Office sale I contacted you about a few days ago so would appreciate someone looking into that for me!!!

[BargainSeeker]

I am still waiting to hear back about an untracked Post Office sale I contacted you about a few days ago ...

Indigo - I'm waiting on an untracked Dell order from the start of December - so get to the back of the line!!!!

I think it would help if there was an orderly, transparent solution - that way requests and queries won't get lost in the "system"

[Qui Gon Jinn]

If going for a ticket support system, is there an option for the affiliate to tick a box when they feel the case is closed, rather than the assumption being made by a network .. ie once affiliate feels there has been resolution then he can check the box for closure. Therefore he / she can regularly check what has remained unresolved & forgotten about?

[AndyO]

If going for a ticket support system, is there an option for the affiliate to tick a box when they feel the case is closed, rather than the assumption being made by a network .. ie once affiliate feels there has been resolution then he can check the box for closure. Therefore he / she can regularly check what has remained unresolved & forgotten about?

Qui Gon Jinn,

That's a great idea - don't know if Traddoubler will go for it, but blinding idea....

[TD Nick]

Hi all,

thanks for the comments so far:

PLEASE DONT FORGET TO SEND IN YOUR RESPONSES TO ANDY'S QUESTIONNAIRE

We want to improve to the point where we are clear leaders but we really need to understand how you communicate with TradeDoubler. A lot of people post for support on this forum, so now is the time for you to send those responses to Andy.

Just to let you know in the UK, we have been big fans of the affiliate "closing" an issue and is something we have discussed previously. Also we are big fans of a support/issue system similar to eBuyers eNotes process.

Keep the feedback coming, a lot of people post and have also read this thread, remember all reponses will be kept confidential.

Kind regards,

Nick