Improving your Customer Support Experience โ€” Migration to Web Form ๐Ÿ‘จโ€๐Ÿ’ป

Hello everyone!
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The support team is back with another update concerning our transition to using a Web Form. Before we share what's coming next, let's look back at what we've achieved so far.
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Firstly, thank you to everyone who started using the Web Form! We've already observed a steady decrease in email popularity as a channel for new ticket creation in the last six months.
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Your ticket creation habits aren't the only thing that's changing. We are busy improving the Web Form based on your feedback. Specifically, since the original announcement back in December, we made the following improvements to the form:
  • CC Field - you can now include the emails of those who need to be in the know to the CC field, they will be able to follow the ticket and contribute to it from opening to resolution.
  • Automatic authorization - this works if you have an active Wrike session and open the Web Form (and more recently, any Help Center or Community page) in the same browser. We automatically log you in based on your Wrike session. Consequent replies from the Support Team will be sent to your primary Wrike email.
  • The "What do you need help with?" field is now mandatory. While this change appears minor, it enables us to better prioritize incoming requests and, more importantly, begin experimenting with routing incoming requests to our internal subject experts.
  • Mobile support - previously, it was not possible to authorize in the help center when using a mobile device. Consequently, submitting a ticket via the Web Form as an authorized user was not an option either. We fixed the authorization mechanism, now you can submit tickets when on the go!
Breaking news
With the majority of our users now using channels other than email (Web Form, Chat, Phone) and the most popular feedback already implemented, we are very excited to announce the full transition to Web Form on August 1st, 2022. Once again, I'd like to stress that this change only eliminates initial ticket creation via email. The other channels - Web Form, Chat, Phones - remain unchanged. In the same vein, once a ticket is open, you can continue interacting with it from your email inbox (e.g. replying to a notification will add your comment).
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How will the transition work?
  • Until August 1st, emails sent to support will create a ticket with a slower first reply time, whereas those created via Web Form receive standard priority.
  • After August 1st, any email sent to support will not create a ticket. The sender will receive an automated message informing them of this, as well as an invitation to use the Web Form to create a ticket.
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But wait, there's more!
We don't plan to stop here as we continue to reiterate and improve our Web Form. At the moment, we are researching the following topics:
  • Support for rich text formatting in the Web Form's description field.
  • Smart article suggestions based on the contents of the whole form, not just the subject.
  • Improvements to our internal routing and prioritization mechanisms to deliver a better user experience.
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Last but not least
We would like to thank you again for using the Web Form and sharing your feedback with us. Our main priority is that you to receive timely replies and enjoy an easy process when interacting with the Support team ๐Ÿ’š

Denis Community Team at Wrike Wrike Product Manager Conosci le straordinarie funzionalitร  di Wrike e le best practices

Denis Wrike Team member Conosci le straordinarie funzionalitร  di Wrike e le best practices

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12 commenti
Spot On Innovative Approach Stellar Advice

I used it and the speed of Wrike support is a real advantage compared to other companies. If you go with these improvements you anounced it could become really good.

3
Spot On Innovative Approach Stellar Advice

I also used the Web Form, and same I'm very happy with Wrike Support's response time and expertise.

Keep up the good work!

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Spot On Innovative Approach Stellar Advice

Hi Sven Passinger and Roxane Carrier, thank you for sharing, glad to hear that you are happy with Wrike Support!

Cansu Community Team at Wrike Wrike Product Manager Conosci le straordinarie funzionalitร  di Wrike e le best practices

Cansu Wrike Team member Conosci le straordinarie funzionalitร  di Wrike e le best practices

0
Spot On Innovative Approach Stellar Advice

I haven't used Web form yet but I am so pleased with the chat support!

1
Spot On Innovative Approach Stellar Advice

Does this enhancement on your web form mean that it's also coming soon for Wrike Request forms?ย 

  • Support for rich text formatting in the Web Form's description field.
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Spot On Innovative Approach Stellar Advice

Hi Sarah Dungey, not for the moment, but we'll keep you updated if anything changes๐Ÿ‘€

Cansu Community Team at Wrike Wrike Product Manager Conosci le straordinarie funzionalitร  di Wrike e le best practices

Cansu Wrike Team member Conosci le straordinarie funzionalitร  di Wrike e le best practices

0
Spot On Innovative Approach Stellar Advice

I very much like web portals for tickets vs. email ONLY. Great work.ย 

0
Spot On Innovative Approach Stellar Advice

We're happy you're happy Elizabeth Bayer ๐Ÿค—

Lisa Community Team at Wrike Wrike Product Manager Become a Wrike expert with Wrike Discover

Lisa Wrike Team member Become a Wrike expert with Wrike Discover

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Spot On Innovative Approach Stellar Advice

I've used the web form once or twice, and I appreciate the speedy reply I always get. Definitely a way to stand out among other softwares! Hoping I don't have to use the feature much (since most of the time that means there's an issue), but I'm so glad the option is there and easy to find. Thank you, Wrike Team, for being available for your client-base!

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Spot On Innovative Approach Stellar Advice

Great to hear that Brittany Stringer, thank you for your feedback๐Ÿ’š

Cansu Community Team at Wrike Wrike Product Manager Conosci le straordinarie funzionalitร  di Wrike e le best practices

Cansu Wrike Team member Conosci le straordinarie funzionalitร  di Wrike e le best practices

0
Spot On Innovative Approach Stellar Advice

Would be great to be able to copy and paste screenshots into the form. Saving it first, looking it up and selecting is alot more work and the main reason I prefer the email option

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Spot On Innovative Approach Stellar Advice

Hey Nils Troll! We recently enabled rich formatting, and among other things, it allows copying inline images. Now you can drag and drop from local storage or use the editing panel (similar to Wrike). Copy pasting images from some snippet tools works as well ๐Ÿ™‚ Hope this helps!ย 

Lisa Community Team at Wrike Wrike Product Manager Become a Wrike expert with Wrike Discover

Lisa Wrike Team member Become a Wrike expert with Wrike Discover

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