First of all, thank you so much for the incredible support in investing your money with us. We have experienced in recent weeks an incredible number of new customers, far beyond any expectation. This has also been reflected in our oversubscribed crowdfunding campaign.
All that growth is not however without its difficulties. It’s Sunday evening and I’m looking at almost 300 open tickets with customer support – that’s after our management team has worked through the weekend helping out. Not all the queries are urgent, but you get the picture.
We are sorry we’ve not been able to get back to everyone in time. That’s tough, we’ve prided ourselves on great customer support.
For the time being, we’ve had to take the following actions:
Telephone lines – If you call our support lines you’ll be redirected to voicemail.
Live Chat – Has been temporarily disabled. All these messages have been diverted to email.
There are a number of changes we can make immediately which we think are going to make a big improvement. Other changes are going to take a bit more time.
- Re-organising Support teams – Directing the right questions to the right people
- Easier access to information – Upgrading the technology that powers our support to better direct you to the information you need - Our FAQs, guides and walkthroughs will get an update
- Product improvements – We’ll be adding the portfolio to portfolio transfers; closing portfolios, better reports and quicker updates for cash top-ups on our dashboard very soon
Telephone lines – We love speaking to our customers but email and chat is more efficient for dealing with your queries. We need to think about how we offer this in the future without impacting our other support services.
Live Chat – We want to bring this back as soon as we can but we need to be smarter about how we do it, re-directing people when an FAQ or article is more appropriate. We’re working through how we do this.
I would ask if you could bear with us as we get things sorted out over the next few weeks. These issues are our main focus – we’ll be working to answer your queries and reorganizing how we manage these queries going forward.
Thanks for your understanding.