Dear Community,
We’re well into the first quarter of the year and I wanted to take this opportunity to update you on what our plans and priorities are with the Support function for 2024.
Our service to you is always a priority and it’s imperative that we continue to improve to make sure we provide the support you need, when you need it.
We have identified some key problems that we will be addressing. Those being:
- Reactive support which is limiting and inflexible for our customers
- Disjointed customer journey and the lack of a support portal for tracking and ticket updates
- Manual processes leading to delays and inconsistencies
These problems are what we are focusing on solving and here is how we intend to do that:
Optimizing your support experience: We have already launched the first version of the Mews Digital Assistant, our state-of-the-art ChatGPT tool. There are more initiatives that we have planned:
- Safe co-browsing: With our GDPR-compliant co-browsing tool, getting guided support is quicker and safer, ensuring your private information stays private.
- Your support portal: Track and manage your support tickets with ease in real time through your very own portal. Stay updated and informed, effortlessly.
- Multilingual support: We're breaking down language barriers with a secure translation engine, making French, German, and Dutch official support languages by this summer.
- Mews Digital Assistant: helping our support agents with manual tasks so that they can focus on what is most important—helping our customers.
Understanding your needs: Through advanced sentiment analysis and using AI for insights, we're tuning into your needs more closely. This allows us to continuously improve our products and services, aligning them with what you expect and need.
Empowering our team to help you better: Our support agents are boosting their skills with specialized training and tools like Agent Assist automation. This means they're more equipped than ever to offer you top-notch support and focus on what matters most: your success.
These changes are all about making your Mews experience smoother, more enjoyable, and hassle-free. We're committed to exceeding your expectations, so as we roll out these enhancements, we'd love to hear your feedback.
We're just getting started on making your Mews support experience the best it can be. Stay tuned for more updates ✨
Warm regards,
Stela, VP Customer Support