Support and Building Trust for New Customers

Brad Sands

• February 16, 2021 07:05

Hello 

As a shareholder I've noticed that there is limited response to poor reviews in iStore and Reddits r/douugh community.

With such an innovative product I would have assumed Douugh would value the opportunity to engage with actual users.  Particularly those that are identifying opportunities for improvement at this very early stage.  I'm wondering if Douugh have considered outsourcing some Help Desk support to ensure a 24 x 7 coverage.  It's a big deal for folks to trust a new player, and then not have any access to help when concerns arise (real or imagined concerns).  

I'd love to hear what you think

You're doing some great work, and this engagement would make it even better.

Thanks

Brad

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  Kevin

  • February 18, 2021 00:55

  Hi Brad,

  Thank you for being a valuable shareholder and thank you for reaching out! Our team is growing at a rapid pace and we are always striving to improve our engagement with our customers. Whether that is support or interviewing customers to gather crucial feedback to better the Douugh app as a whole. Customer experience is and always be our main objective as a company.

  Thanks again!

  Cheers,

  Kevin @ Douugh

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  Brad Sands

  • February 17, 2021 03:57

  This is sort of what I mean. It's mean nearly a day and not a response.  Are you perhaps short handed?

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  Brad Sands

  • February 18, 2021 10:20

  Thanks Kevin

  That's great to hear, I hope that means you'll be Douugh will be introducing a 24 x 7 response.  If you're not sure how to do that simply and at a very low cost I can provide some details of providers.  But it does seem like it would be a great idea to extend your hours of support. I'm obviously looking forward to the Australian version, and would certainly value a response to questions over the weekend.

  Regards

  Brad

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  Kevin

  • February 18, 2021 15:04

  Hi Brad,

  We have not implemented 24-hour support but this is something that is on the table as a future possibility as our Douugh community continues to grow. Thank you very much for your input and feedback! 

  Please let me know if you have any other questions at this time. We look forward to launching our Australia app for you soon. :) 

  Cheers,

  Kevin @ Douugh

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  Brad Sands

  • February 20, 2021 01:48

  Great work thanks again Kevin

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  Kevin

  • February 20, 2021 21:50

  You are very welcome!

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