[thelist] responding to your visitors

Jason Lotito jason at clockmedia.com
Mon Mar 4 06:36:01 CST 2002


Marc,

It really depends on the service you are running.  We do online casino's,
and try to offer 24 hour support ( I say try because we don't have any for
the weekends right now).  Our goal is a maximum of 6 hour turn around on any
and all questions.  Most of the time our support staff can resolve an issue
when the email comes in.  Also, many people also call in, so we also resolve
the issue there.

Now, I am pushing for an FAQ section on the site, but last week was rather
hectic, and we will get to work on it this week, which may hopefully
decrease the workload for our support team.

As far as getting no response from big websites, definetly.  I hardly get a
response concerning any email sent to most big websites, though several
websites usually take a day or two to get back to me.

Frankly, I like to know th name of the person who is emailing me, it makes
it feel more personal.

Jason Lotito
www.newbienetwork.net

----- Original Message -----
From: "Marc Seyon" <seyon at delime.com>
To: <thelist at lists.evolt.org>
Sent: Sunday, March 03, 2002 11:29 PM
Subject: [thelist] responding to your visitors


> Happy Monday to everyone,
>
> What do you guys think about how long it should take for users to receive
a
> response to questions submitted to a site (either via online form or
email)?
>
> I always tell new clients they should definitely be under five working
days
> (a work week), and personally I try to adhere to two working days myself.
> Of course important questions should be handled ASAP, but I'm more
> referring to general feedback...
>
> And relatedly, how many of you still get absolutely no response from
sites,
> even (relatively) well-known companies?
>
> regards.
> -marc
> --
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