In the last week the number of new users have increased dramatically. This has put significant pressure on staff and generated a huge backlog of tickets for customer support.
The community forum has seen, due to this unprecedented spectacular and challenging increase in demand, a huge increase of new threads where new users come to ask for help.
Some of us older users take the initiative to contact some staff members to take a look and own the situation with success.
I personally find myself wondering who I should reach out to at a given time. The reason being my ignorance of who’s working at a given day. I don’t want to ask someone when that person is taking a well deserved sleep time.
I’m here to make a suggestion with the objective of leveraging the goodwill of the older users who’ve been trying to be supportive in directing staff members to those help requests that nowadays populate the forum, in order to help increase customer satisfaction.
Please send us a schedule of which staff member can we point to at a given day and between which hours. Makes sense?!
Tomorrow from 8.00 till 15.00 please point the post to:
Tomorrow from 15.00 to 23.00 please point the post to:
It might be beneficial to breakdown by subject:
SIPP - point the post to:
Where’s my money:
No response on chat:
Stuck on creating account:
I believe this could be beneficial for Freetrade in several ways. First of all it can improve response time when addressing help requests on the forum. Also, staff would need to spend less time scanning the forum in order to find those help requests. We would scan it for you, as some of us have been doing, and would point it to the relevant staff member. This way staff can focus i solving the problem and spend less time surveying the forum to find a query. On another note, I believe the reputation of the forum could gain from the coordination of efforts between staff and users.
I’m happy to help. And, for what I’ve seen, many others have also been trying to help. But it is uncoordinated. I believe this would make it more efficient. Just DM us the schedule and we’ll do what we can with a smile.
I’m up to it.
My name is down