We cherish it and take it seriously. See how below.
“The website is sometimes a bit unclear.”
Some pages on the website did not communicate things in a clear manner.
An example of this was the pricing page where there was no clear distinction between plans and their features.
With your feedback, we made the layout more compact, reduced cognitive load, and made it easier to compare each plan.
A dedicated team is now focusing on making sure the communication is clearer and more concise.
“Indicate how many packages have been sent between 2 invoices so that you don’t have to keep track of how many packages have been sent.”
Shipping analytics data was only available for the past 30 days. This was limiting and forced users to have workarounds to extract the data they needed.
So we added a custom date range selector and revamped the whole analytics layout. This makes it easier and more convenient for users to find the information they need.
Using the feedback we get from you, we are still constantly working on improving the analytics dashboard.
“Support takes too long.”
Due to the COVID-19 pandemic, we started getting an unusually high number of questions. This meant it took us longer to reply than usual, which also led to complaints from our users.
So we joined forces with multiple departments and organized a “tickethon” day. One day where every able employee, set their usual work aside and united forces to solve the majority of pending tickets.
1,700+ open issues and 1,100+ tickets were solved. This was more than ever before on a single day, so you can naturally see our team’s satisfaction after pulling this off.
In the past year alone, we more than tripled our Customer Support team from 18 to 75 employees. This should help shorten our response times in the future and allow us to address your concerns faster.