We expect most of you will be aware that the new ProSKU help system has been in operation for around three months. If you have had occasion to use it yourself you’ll know that it can be accessed via email, via the help.prosku.com portal or by using the ‘widget’ direct from the ProSKU system.
It’s good to see that most of you have taken it up without a problem, as we understand that sometimes old habits can’t be abandoned overnight. For that reason we retained the support@prosku.com for a period of time during the transition. From now we’d like you to use it just for sending us general questions or comments, rather than for specific system-related issues.
We knew before launching the new system that there were problems with the previous one based on using individual email addresses. This works well up to a point, but with increased customer numbers a more centralised system is required. This provides visibility to key personnel in case of absence or other commitments and ensures that nothing falls through the net.
It also means that we employ a more advanced system of logging and tracking, because as we know there’s nothing more frustrating than trying to follow an email trail to establish some basic facts! As well as that we wanted something that was able to provide better levels of data which would help us to evaluate the quality of our support and improve service where we can.
This means that we do expect to continue developing the system, and will be pleased to receive any comments, suggestions or thoughts you may have on how we could improve it. If you have then feel free to contact us via the support@prosku.com address to share them. Although your comments will be treated as ‘non-urgent’ you can be sure they will be recorded and followed up.
As usual though, if you have any general questions about using the system please contact Gaynor on the following address: gaynor.crawford@prosku.com