New support system: faster responses and a dedicated chat room

Dear Wubookers,

While the development of new technological solutions never stops, another aspect that distinguish us from the rest and for which we will not spare any effort and dedication is the support. The support is a fundamental aspect of service and for this simple reason has always been a pillar of our offer.

Up until now we´ve had an IRC chat room where you could get immediate answers from our account managers or directly by our technicians. This, together with our tickets system, has worked well so far but the time has come to take a step forward. So we introduce the new support system which is based on Zendesk technology.

Main aspects to consider:

Before, you could get in touch with us by accessing the chat room from the lifesaver icon in your control panel. Now, need only click the black support tab located on the left hand side of your control panel. All the answers you seek will be there.

The chat support remains unchanged, only now is better organized. Each client will have a dedicated chat room with one or more agents giving response to your query. More Support, Quicker Response Time and More Privacy. It is also possible to assign each query to an agent (account manager) to follow up until the completion and resolution of each case in a more transparent way. We have also made available complete and detailed documentation on FAQ. These docs are available on self search for everyone and our ticketing service remains a 24/7 tool.

In the weeks we have been using this new system responses have been much more rapid, complete and the service level provided is of a much better standard.

2015 has started the best way possible for us and I wish you all WuBookers the same!!

2 thoughts on “New support system: faster responses and a dedicated chat room

  1. Buenas tardes, soy Javier de Apartamentos Arenal en Madrid. Escribo en relación al widget de reservas de wubook, y es que hemos estado observando que muchos clientes son incapaces de realizar la reserva y acaban llamándonos por teléfono; creemos que este es poco intuitivo a la hora de seleccionar el apartamento (todos sabemos que como clientes queremos tenerlo todo muy rápido y sin pensar mucho ;).
    Sobre todo a la hora de escoger el número de habitaciones en el botón “elegir”, nos gustaría que se pudiera establecer un número fijo de habitaciones “1” que luego pudiera modificarse en “elegir” (de tal modo que ya viniese predeterminado) introduciendo a la derecha del mismo, simplemente un botón para “reservar” en un color diferente.
    De no ser posible, simplemente nos gustaría que el botón donde hay que “elegir” el número de habitaciones estuviese en un color “chillón” como pueda ser el rojo.

    Se trata de sugerencias y por supuesto nos encantaría conocer otras diferentes con el fin de mejorar la conversión.

    Muchas gracias.

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