When you contact Rocketspark via email, one of our team will reply. However, if that one email turns into a conversation, it’s likely subsequent replies will come from other Rocketspark team members. While this may seem inefficient at face value, there are some very good reasons why we do this.
Best-in-class technology for seamless handovers
Before we explain why we have multiple team members responding in the same conversation, it’s important to note that we have invested heavily in best-in-class support technology that makes it all possible. We aren’t just using a shared email inbox. With our support ticketing system, every support team member has full visibility of the entire customer conversation history for that ticket. Our policy for responding to customers is to review the previous customer history before responding to the customer. If a support team member does not understand the previous conversation history, our policy is for them to check with the other Rocketspark support person for clarification before going back to the customer.
Faster replies, even outside of business hours in your timezone
When we reply to support messages a customer may reply within 1 minute, 6 hours or even 3 weeks. When you reply to us, the original Rocketspark team member that replied could be on holiday, in meetings or just finished work for the day in their timezone. Many of our customers are entrepreneurs who work at irregular times, so it's not uncommon for our UK timezone support team to help Australian or New Zealand customers in their night time or New Zealand support team to help UK customers in their night time. By doing this we can deliver consistent and reliable response times.
Specialist replies and tier 2 support
Another reason you might hear from multiple team members at Rocketspark is if your message is related to a specialist topic like billing, design or something technically complex that needs our tier 2 techies to investigate for you. Our support team will message you to advise that they have escalated your support ticket to tier 2 and usually the techy would reply to you from there as they seek to resolve the issue.
We measure reply satisfaction
Concerns about hearing from multiple Rocketspark team members in one support conversation are usually expressed by those completely new to Rocketspark, as they haven’t been with us long enough to experience the quality of customer support we offer and that it’s actually a good thing as per the above points. However, to make sure we keep ourselves in check and keep striving for the best possible customer service, we measure reply satisfaction in the form of an automated email that sends after a ticket is resolved asking customers. This email sends people a simple good / bad type one click survey asking whether they were happy with how their case was resolved.