So I’ve noticed a trend in the Fiverr Facebook comments. It seems that on nearly every single post that Fiverr makes, the vast majority of comments are concerning “my case needs to be solved” or “CS is not responding”
Fiverr social media staff usually reply to one or two of the comments, but the vast majority go unnoticed. As they should, because FB is a social platform not a support platform.
I’ve been thinking though, why is this? There aren’t too many other companies plagued by the same issue, and among those that I know of I don’t see a common factor. I’ve always thought that the Customer Support form and ticket interface could use some major upgrades (read receipts, ticket statuses, heck maybe even a proper support dashboard), but is that really the cause?
What do you guys think, or, what do you think could be done to streamline support for both the support reps and customers?