Carry-on Case Launches this MONDAY (June 19th)
CARRY-ON CASE LAUNCHES MONDAY
(JUNE 19th at 6am MDT)
Check out the campaign and get notified on launch:
My name is Tyler. I’m new to GoPlug and want to briefly introduce myself, my role, and why I’m reaching out instead of Emily or Josh.
I come to GoPlug with many years of experience in customer care as part of a major Silicon Valley company that you have probably heard of, eBay. Although I’m new to GoPlug, I can sense your very real frustration with our communication, or lack thereof— you are right to be frustrated. The lack of communication is no longer acceptable. Of course actions speak louder than words, so as I put in place policies at GoPlug, my first priority is taking care of you.
Here are a few policies we will be implementing in the next 30 days:
1) Customer response: I’m requiring that any communication to our support e-mail (firstname.lastname@example.org) must receive a response within 1 business day, (not on weekends or holidays.).
2) Update the Website with FAQ’s and Troubleshooting: This process will take 20-30 days. Please bear with us as we make these updates.
If you have questions that you’d like included in the FAQ’s, please reach me directly at email@example.com.
At first glance, it seems that Josh and the GoPlug team have been spread too thin and have not been able to dedicate the necessary time to proper customer service. In the past Lorri-Sue, Courtney, and Emily have made attempts. To improve our processes, they’ve been recruited to help in other areas within the company, and I am developing a team that will follow very specific guidelines. You have my commitment that we will develop support initiatives that correct our mistakes of the past, and after a brief period of playing catch-up, I feel certain that we can right this ship, and restore your confidence in GoPlug.
I look forward to joining the company and offering you the care you deserve. I didn't have high expectations for moving into a role in a start-up company (especially after researching the company, and the current state of customer support), however, this small startup has built something amazing. Josh may not be the best at customer service, which is why I’ve been brought in, but this I can say with conviction: he’s an innovator with a commitment to building great products. My confidence in him instills in me a sense of deep purpose and confidence in our future development. In our meetings we have been discussing the structure of the company, and we’ve concluded that we have four key areas of focus: bags, power banks (technology), software, and customer service. Each of these emphases will be given appropriate resources and focus, and we hope you notice a measurable improvement in the way we conduct our business.
I'm confident in the team at GoPlug and in our ability to create future iterations that will be rock-solid.
We are fully dedicated to repairing any concerns with the way we have conducted our business in the past. Test us out and judge on the result, not the past. I am personally excited to be here and to serve you.
Please contact us via firstname.lastname@example.org for any technical help you might need, and feel free to reach out to me personally with questions, concerns, feedback, well-wishes, or to offer advice. I’m an advocate for customers, and I am very much looking forward to working with you.