No matter where you are or what time zone you're in, you should never be without access to support.
Over the course of the last year, we know that our customer support has been a little up and down. Bullshit aside, we have simply struggled to keep up with demand.
We're signing up thousands of new customers every day from across the world. While this may seem like a good problem to have, the challenge is that we must recruit and train new support agents in line with multilingual customer growth.
You've been loud and clear about your frustrations with our support. The waiting times were too long and limited operating hours were impractical. So, we've listened to you and now we're taking action.
LAUNCHING 24/7 SUPPORT 📣
We're super excited to announce the launch of 24/7 support for all retail customers. From today, no matter where you are or what timezone you're in, you'll be able to chat to our support agents directly from the app.
DID YOU KNOW? 🤔
We have around 100 support agents...
We started 2017 with 22 customer support agents. Fast forward to today and we've recruited a team of over 90 agents, with no plans of slowing down any time soon.
Right now we're growing around 15 new support agents each month, with the majority of them based between London and Krakow. However, as we expand across North America and Asia, we'll be hiring local support teams there too. 🌎
Oh, and we're actively hiring for support agents to be based at our Krakow office!
We deal with around 250 queries per hour...
By the end of 2017, our support agents were answering over 2,500 chats each day, resolving around 200-250 chats per hour. Oh, and the record for answering and resolving a customer query is 20 seconds! 🏃
Our support team is super diverse...
Our support agents are made up of 55% male 👱 and 45% female 👩 and collectively they speak a total of 21 languages. They also drink a total of 20 litres of coffee each day! ☕
Customer queries increased by 300% in 2017
In 2017 our agents answered more than 600,000 customer queries, an increase of 300% compared to 2016. But it's not just our human agents working hard as Rita, our AI support bot, successfully resolved around 25% of customer queries, leaving our human agents to work on the more serious cases! 🤖
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