Friday, 01 June 2007
Tradedoubler recently announced that they would respond to all publisher support requests on the same day so long as they were submitted before 4pm.
It's now 1743hrs and my request at 1500hrs met the 1600hrs deadline. Still no response.
The idea is good in principle but falls down when you read the numerous messages on the web about the contact form falling over and dying.
Why don't affiliate networks set up a ticket system? I have one and it's brilliant. I can keep track of 'threads' and I can see at an instant who I have to reply to.
People emailing me are given a ticket number so they can track responses.
The Tradedoubler form doesn't even send confirmation emails to you acknowledging receipt of your email.
Same day response is brilliant. We'll probably never get 24/7 support as with my web hosts but that then forces affiliates to go to sleep at some stage! But same day responses only work if there are systems to support this functionality.
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Just received a reply at 2100hrs.
Written on Friday 01 June 2007 at 20:55:11 GMT (Permalink)
Your comment about systems is great... without systems, everything eventually falls apart
Written on Sunday 03 June 2007 at 21:12:04 GMT (Permalink)
Thank you to all previous commenters.
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