We are constantly concerned about the quality of the service we provide to our customers and, to this end, we are actively working to improve our processes. In addition to the recruitment currently underway to strengthen the Support team, we are working on a daily basis to bring more control to certain 'high-risk' situations such as overbooking.
One of the 'mechanical' effects of the increase in the number of channels used by our customers (from Connect and Magic) is the periodic occurrence of overbookings.
These events are unfortunate and can lead to real tensions, even if elloha is not always responsible for them.
So, to improve the way we deal with these cases, we have just taken a number of measures that come into effect this evening:
1) A (proactive) email to warn the customer of an overbooking
We have just developed algorithms that enable us to detect overbooking when it occurs. This allows us to anticipate the situation and warn customers rather than waiting for them to realise it themselves, go into 'panic mode' and activate support.
The appearance and content of this email are designed to :
- draw the customer's attention to the importance of the situation,
- give them as much information as possible so that they can warn their customers and take charge of the overbooking
2) An article from the knowledge base on handling overbookings
As we processed more and more tickets, we realised that our customers (and our partners too) found it difficult to understand how overbooking could occur. Even if we haven't dealt with all the cases, we have tried to be educational and we recommend that you read it:
This article is not intended to exonerate elloha but to remind you that there are many causes of overbooking and, even if a bug for which we are responsible can never be ruled out, there are external reasons that can cause it. Our customers understand this when it is explained and justified to them.
We hope that these measures will also help you to deal more effectively with comments from partners who have experienced overbooking.