Hello
We are pleased to announce from Monday 18 June 2012 we are providing upgraded support to all clients. We have three new technicians starting work on our helpdesk in addition to our existing technicians. Here is a summary of what we are pleased to offer you.
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Helpdesk Support, Response times and Technician Hours
8.30am-4.30pm (8 hours 365 days per year) : Level 3 Technical Helpdesk Support (average 10 mins response time)
4.30pm-12.30am (8 hours 365 days per year) : Level 3 Technical Helpdesk Support (average 10 mins response time)
12.30am-8.30am (8 hours 365 days per year) : Existing Remote Support team will provide support (average 30 mins response time)
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Live Chat Coverage (bottom right of main website page)
8.30am-4.30pm (8 hours 365 days per year) : Live Chat (from Monday 18 June 2012)
4.30pm-12.30am (8 hours 365 days per year) : Live Chat (From Monday 2 July 2012)
Our new technicians will be given a 2 week settling in period before manning live chat from 2 July 2012.
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Twitter Support Hours
9.00am-5.00pm (8 hours Mon-Fri) : Staff will monitor Twitter and respond quickly to tweets
5.00pm-9.00am (16 hours Mon-Fri) : Best Effort (please do not tweet anything urgent)
9.00am-8.59am (24 hours weekends) : Best Effort (please do not tweet anything urgent)
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Skype Support
Management are on Skype usually during office hours but it is not an official support mechanism.
Please use this mechanism to quickly contact management
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Phone Support
We are investing heavily on our helpdesk provision and this is our official means of support. We believe almost all enquiries can be dealt with on the helpdesk and our helpdesk staff are highly skilled. If you call our office with a support question we will most likely open a ticket on your behalf and pass the ticket to the helpdesk staff. For the most efficient support please always use the helpdesk.
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We thank you for your loyalty to the BWF Brand and we really hope these new staff members will enhance your support experience even further. We regularly see clients tweeting on a daily basis about our support and we trust this will further solidify your support experience with us. If you ever have any feedback on any aspect of our service please open a helpdesk ticket and ask to have it escalated to the management queue. We would remind all existing clients to always check our 'Offer of the Month' where we give back to our long term clients with generous discounts :)
Stephen K
BWF Management
