We are implementing changes to ensure you get the most seamless and efficient customer service experience. To do this, we are moving some of our processes into our existing CRM system to provide more visibility and traceability across our growing customer service team.
From 1 February, we will have a Support Form that will replace our Customer Service email enquiries. In instances where you would have traditionally emailed email@example.com and firstname.lastname@example.org, you should now use our new form, found at:
By moving to this new system, it will allow for greater transparency within our team and tracking, so we will know where your enquiry is up to at any given time. This new system links your enquiry to your account in our CRM, so anyone in the team can see where your enquiry is up to, and continue to action it, even if the original responder is not available, allowing for quicker resolution times.
The simple form includes all the details required to be able to action requests, without having to go backward and forward via email. You can save the form to your mobile home screen to make it easier to find when you’re out and about, simply create a shortcut on your phone.
You are also able to access this form via COSI by clicking the ‘Support’ button it will open a new support request pop up, in this new pop up you can 'Complete our Support Form' by clicking on the button at the bottom of the form. Before clicking that button, you can choose to put the job you are currently on in COSI on hold if you need to.
ADD THE FORM TO YOUR MOBILE HOME SCREEN:
To make it easier to find the form when you're out and about, simply create a shortcut on your phone.
Open the form in Safari on your device.
Click on the upload icon in the bottom middle of the screen.
Select 'Add to Home Screen' from the options provided.
ACCESS THE FORM FROM COSI:
We've updated the support area of COSI, so it now links to our Support Ticket form also.
In COSI, when you click on the Support icon in the top toolbar, it will open a new support request pop up.
In this new pop up you can 'Complete our Support Form' by clicking on the button at the bottom of the form. Before clicking that button, you can choose to put the job you are currently on in COSI on hold if you need to.
Your BDM will discuss this change with you on their next visit/call. If we receive an email in our Customer Service mailbox from you during February, you will receive a reminder about the new process and be sent a link to the new form to complete. From 1 March 2023, the Customer Service mailbox will no longer be active for enquiries.
If you have any queries, please contact your BDM or Customer Service.