Any major initiatives will probably always bring with them the chance of complaints and questions. While that's not necessarily a problem, lacking the proper online customer services structures to attend to these questions can prove fatal for whatever project your company is working on.
The Chicago Tribune reports that its "Ventra" card system of paying for travel, a newly created initiative that began this year, has resulted in an overwhelming amount of help requests from users.
The plan involves consolidating the other cards one would normally use for different modes of travel in the city into one. However, though the official website of the Chicago Transit Authority says that the plan was to gradually institute this change, Monday, October 7th seemed to be a prime day for concerns to be expressed.
Thousands of messages allegedly came rushing in surrounding this new system, and the official email channel used to contact them is reportedly not an especially functional system. There has apparently been some acknowledgement of this, with spokeswoman Tammy Chase being quoted in Red Eye Chicago on the inconvenience.
"The CTA recently directed the Ventra vendor to double its customer service staff to meet call demand, and we expect to see improvements shortly," she said.
The Tribune also reported that the average wait time for a call on Monday was longer than a half hour.
All platforms need to be integrated and performing at a high level during moments of extreme stress, and to secure this, your business can outsource an answering service that can carry your standards of excellence to concerned customers.