This post was written by Laurie Sanchez, TechSoup's Director of Customer Experience. It originally appeared on the TechSoup Blog and is being updated daily there throughout our holiday break.
Greetings! This is my first blog post and I'm excited to talk about customer service at TechSoup.org. With this post, I want to provide information that will explain steps we've recently taken to focus service efforts on our highest priority: qualifying nonprofit organizations and public libraries so they can take advantage of the technology offerings available through the discount and donation programs TechSoup has available. My full update is below but know that you can check out our FAQ page and contact information to learn more and ask (or answer) questions in our helpful Community Forums.
PLEASE NOTE: TechSoup Offices and Customer Service will be Closed from December 25, 2009 through January 3, 2010.
Since the October 22, 2009 launch of Windows 7, TechSoup's Customer Service Department has been flooded — really overwhelmed — by the excitement for and questions generated by our newest Microsoft donation program. It's been thrilling to connect to and help so many nonprofit organizations discovering and newly registering with TechSoup. And… I bet you noticed our response to customers slo-o-o-w-ed to a crawl. Hold times for callers more than doubled as did timeframes to review faxed and emailed qualification documents to support completing donation requests. Becky blogged about it a couple of times previously and we really do appreciate your patience as we process the backlog.
- Today (12/24) our backlog is 1,471; and the oldest item was received November 29
- Wednesday (12/23) our backlog was 1,978; and the oldest item was received November 24.
- Tuesday (12/22) our backlog was 2,257; and the oldest item was received November 20.
- Monday (12/21) our backlog was 2,704 items; and the oldest item was received November 19.
We're making progress, but it's still a lot to dig out from.
As a nonprofit ourselves, we look for creative solutions and last week we made a decision to reduce our telephone support hours to half-days (8 a.m. to noon Pacific time) from December 21 through 24. While that may seem crazy ("isn't that going to make hold times even worse?!") it turns out many of the calls are about the documents we haven't been able to process because we have focused so much time on calls. Today's numbers confirm that call volume is decreasing as year-end holiday activities claim your time and attention. By devoting our afternoons (noon to 5 p.m. Pacific time) to faxed and emailed documents, we're qualifying 200 more organizations per day for our donation programs.
Although TechSoup's offices will be closed, a small team of customer service representatives volunteered to review documents and qualify organizations through our holiday break between December 25 and January 1. Come January 4, 2010, we expect to be in good shape and back to regular telephone support hours: Mondays through Thursdays 8 a.m. to 5 p.m., Fridays 8 a.m. to Noon.
Meanwhile, there are many resources on our website to answer questions and guide you through our registration, qualification and donation request processes. Check out our FAQ page and contact information to learn more and ask (or answer) questions in our helpful Community Forums.
Photo: Kevin H.