An update on amaysim customer service
Hey everyone, it’s Roman – amaysim’s customer service director – here.
This is a bit of a long one, but I want to let everyone know where we’re at with customer service and why.
Here at amaysim we’ve always had two goals – to flip the Aussie telco industry on its head by offering mobile plans that are awesome value and to offer a customer experience that makes life easier.
Over the past couple of weeks we’ve seen the industry well and truly flipped on its head, with people flocking to amaysim like never before. In fact, recently we’ve seen more than twice the amount of people join us daily than we’ve seen over any day in the past three years.
As a result, a lot of people have been waiting longer to speak to us than anyone wants. If you’ve given us a call lately and you’ve had to wait or haven’t been able to speak to us, we are really sorry and sincerely apologise for the delays and frustration you’ve experienced. While it’s great that Australia realises we’re in it for the long haul, and we’re proud to be able to offer a mobile plan that Aussies can afford, the last thing we want is for any customer regardless of how long they’ve been with us to sit on hold, listening to tinny music and recorded messages.
That’s why behind the scenes we’ve been working on bolstering our customer service offering, so you’ve got more ways to quickly get a hand with your amaysim service, if you need it.
More new staff
After looking at call queues and reading your comments, we’ve made the decision to recut the amaysim budget and increase the number of staff in our Customer Service Centre by over 30 per cent. A fair number of these new recruits are already with us, diving straight into calls and emails, and another batch of new team members is on the way.
We’re all getting trained on Live Chat
Some of you might’ve noticed that over the past month we’ve been trialling Live Chat – an instant messaging service where you can communicate directly with a customer service rep. 85% of the folk who used Live Chat during the trial were able to chat to a customer service rep within 30-60 seconds – now that’s amaysim.
With such a great response, we’re putting our whole team on Live Chat training steroids. The amaysim crew will be in training from 8am – 11am on Tuesday 3 September.
As a one-off, our Customer Service Centre will be opening at 11am on Tuesday, instead of the usual 8am AEST. By opening a little later we’re able to get the whole amaysim team trained on Live Chat at once and, by taking a hit that morning, save more customers a hell of a lot of time.
This means we’ll have more customer service reps ready to help you guys through both Live Chat and over the phone from 11am.
Getting amaysim help quickly
Here are some tips on how to get answers on your amaysim service when you need it:
1. Head to our online Help and Support portal – it’s open 24/7, so whether you need a hand with your mobile data settings on the bus to work or want to know how to add a data pack at 3am, you’ll be able to get the answer.
2. Live Chat – once you’re on the amaysim website, if you can’t find the answer to a question in our Help and Support portal you can now hit us up on Live Chat. After everyone’s trained up on 3 September, Live Chat will be available from 8am – 7pm Monday – Friday and from 10am – 6pm on weekends and public holidays.
We know with the current influx of customers and queries this won’t result in an overnight fix, but I want you to know that we’re working day and night to get back to the level of service you expect from us.
Thanks for taking the time to read this. I’ll be in touch soon with another update on how we’re tracking, but rest assured we’re reading, listening and acting on your feedback.
Roman – Customer Service Director