In many ways we would prefer not to be writing this blog post but pretending that we never get any ‘constructive feedback’ (our preferred terminology!) from customers, would be a) stretching the truth and b) unhelpful.

There are of course occasions when customers would like to request additional cleaning, more consumables or simply informing us about changes to their teams. Whatever the request or feedback might be, we are now using Freshdesk to help us handle everything more smoothly.

Freshdesk is a cloud-based customer support software and help desk solution. It enables us to create manual and automated ‘tickets’ every time a customer sends an email or calls in to head office with an issue or a request that needs to be actioned.

Each ticket is assigned to an Operations Manager who then creates a ‘service task’ for the relevant Contracts Manager. All relevant activities are then logged onto the system, including every follow up comment from the customer.

Once we believe a complaint to be ‘closed’, the customer is issued an email to say we are closing the ticket but they are able to re-open it if they are not satisfied with the outcome.

The addition of Freshdesk means that our customers can ensure that we are following every complaint through to a close and actioning every request made.

Customers will automatically receive an email every time a ticket is updated, ensuring that they know exactly what the plan is and/or what has been done to rectify the situation. Customers are also encouraged throughout, to provide feedback of their own.

Historically, we have encouraged customers to communicate directly with their Contracts Manager if they have an issue. Whilst that still stands, Freshdesk adds a new layer by recording every conversation and action that has taken place.

The best way to ensure that an issue is logged and followed through to a close (no matter how big or small) is for Rapid customers to email support@rapidclean.freshdesk.com . This will automatically create a ‘ticket’ that will be seen by head office and the site specific Operations Manager.

Our aim over the coming months is to roll this out throughout our operations department so that we are using Freshdesk to its full capacity and all customers are benefitting from this additional tool.

Many Rapid customers are already using the system and we have received a number of emails to our support function. We are confident that Freshdesk will only improve our service going forward.

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