TRADEDOUBLER - Please add a Help Desk!

[mallyord]

Tweet

I've had some problems recently with tracking and I've been trying to sort them out.

I started by sending emails and even added a message on here.

It took 4 days to reply to my email, I replied back to that immediately and 4 days later I'm still waiting for another reply.

I've worked with many networks and most have a help desk where you can see the status of your message and replies etc

Could this be added to Tradedoubler?

Cheers

Mally

[getvisible]

you got a reply! Lucky ***!

[csn]

I usually get replies quite quickly. The quality of support I get from TD is better than the support I get from certain others.

Nevertheless, a helpdesk would be a great idea. Surely a licence from Kayako SupportSuite » Support desk software (ticket, e-mail, live chat, self-help) is not that much in the grand scheme of things?

I find that a threaded message via a helpdesk is a great way to keep on top of communications. As a user of a helpdesk, it's easy to quickly see what's gone on before. A thread might be quiet for several months then spring back into life. In the case of Tradedoubler, multiple agents could find out just by reading past messages what's going on.

I'm sure there's some stats on open and closed tickets too which could become a KPI. A chat with the developers and you may be able to extract the average length an email thread is open (target of 48 hours?) and the average time to respond to the initital query (TD's existing target of same day replies)

[renegade]

I agree, I'm stil waiting for replies to messages and merchant approvals for over a week now. It's unacceptable - they expect us to pull links at a moments notice but when we want something they make us wait and wait and wait and... zZzZz

[purple]

I am having problems with merchants not paying, I got 3% of money due last month.

So rather than grumble on here i though lets look up the account manager, I called the "Agency Team" as they are listed as account manager. I got no answer I assumed they would have a hunt number so other people would cover the call.

So I am not closer to getting the word on why a blue chip PLC merchant is always a later payer!!

So I agree a help desk like what say AWIN have would be very useful

[steveallinson]

I actually recommended using Kayako Support Suite to a TD member of staff a few months ago and they said they would look into it. It's an amazing peice of professional software and only costs about £15 a month. We've been using it for years.

The best thing about it is that every action is logged. It will soon show up unresolved problems and will 'out' those account managers that are to be honest totally slack when it comes to support problems.

Why are TD so unwilling to implement a system like this? It seems that some kind of ticket system is in place now, but as always it's totally un-transparent with no front end for us. We may as well be firing off our support queries into out of space for all the response we get. Unforgivable for such a large network. Just shows where their priorities lay.

[mallyord]

I'm still waiting for a reply to my email. Nearly 7 days have passed.

Funny though, I got a email from Tradedoubler asking me to vote for them "TradeDoubler Nominated for Best Network Innovation"

Umm, no thanks!