In addition, we have now increased our customer services team to over 100 people across multiple countries – recruiting, training and onboarding them in a matter of months. Both these changes have been made in direct response to user feedback, and again, we offer our sincere apologies to those affected. Despite modelling both of these processes on industry standards, such as those used by The Times Group and Amazon Prime, on review we have decided to remove the more streamlined purchase system altogether, and now also have significantly shortened the cancellation process which has resulted in a 50% decrease of customer tickets been raised. At the time, we had seven customer services representatives – the right number for our previous levels of queries, but hugely under-resourced for what we now faced.Ī small percentage of these queries related to two issues: cancellations before subscription renewal, and inadvertent purchases made through a streamlined purchasing system. With a growth in numbers, we also experienced a huge increase in the number of customer service queries – from 5,000 per day to over 22,000 per day. We have been humbled by the rise in popularity of the learning opportunities we provide, but we are genuinely sorry that not every student has had the experience which we strive to deliver.Īs people were becoming restricted by lockdown measures, and the shadow of potential job losses loomed, usage of our platform grew by 164%. This led to significant frustration for some users and for that, we can only apologise. We were not prepared, and we didn’t have the customer support systems to cope with the demand. We have worked hard to create an affordable platform packed with fresh and engaging content, which would work at scale for the millions of students who have signed up globally – 20 million this year, alone.Īs COVID-19 hit in early 2020, we could not have predicted the huge rise in traffic that we would then see. “Shaw Academy’s vision is to drive down the costs of higher education. When Watchdog presenter Nikki Fox clicked on the advert to access the material we were charged £49.99.Ī spokesperson for Shaw Academy told Watchdog: After signing into the account, a pop up advert appeared offering access to course material but there was no price on this popup window. As part of the investigation Watchdog created a free 4 week trial with Shaw Academy.
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