Dear Cocoatech Customers,
We write to you today with a humble heart and a determination to make things right. We owe you an apology for the multiple failures in our support system. We understand the frustration and inconvenience this must have caused, and we deeply regret any negative experience you may have had as a result.
At Cocoatech, we hold ourselves to the highest standards of customer service, and we acknowledge that we fell short of those standards. We take full responsibility for the breakdown in our previous support system and have taken several sequential actions to rectify the situation.
We are excited to announce the launch of our new and improved support system, designed with you in mind. Our team has worked tirelessly to implement changes that will enhance your customer experience and ensure that your needs are met promptly and efficiently.
Here are some key features of our new support system:
- Streamlined Communication Channels: We have revamped our communication channels to make it easier for you to reach us whenever you need assistance. Whether you prefer email, live chat, or phone support, we are here to help.
- Dedicated Support Team: We have assembled a dedicated team of support professionals committed to providing personalized assistance and resolving your inquiries promptly. Rest assured that your concerns will be addressed with the utmost care and attention.
- Availability Five Days a week: Our support agents are now available during business day hours in CEST UTC+2 and AMT UTC+4 to ensure that you receive assistance promptly.
- AI Chat Bot: To answer commonly asked questions immediately, we have been hard at work training our AI chatbot, which is available in the lower right-hand corner of the Cocoatech.io homepage. We are excited to share that it has already fielded hundreds of requests and is connected to the database of new and ongoing questions our agents receive. It is constantly learning to assist you even faster!
- Enhanced Ticketing System: We have implemented an advanced ticketing system to track and prioritize customer inquiries effectively. This will help us ensure that no query goes unanswered and that all issues are resolved promptly.
- Feedback Mechanism: Your feedback is invaluable to us. We have established a feedback mechanism to gather your thoughts and suggestions continuously. Your input will help us further improve our support services and better serve your needs.
- Discord Communities: Both Path Finder and Deckr have active Discord communities that are monitored five days a week by our community manager. You can learn from others, ask direct questions of our community manager, and find previous queries.
We understand that actions speak louder than words, and we are committed to earning back your trust through our actions. Thank you for your patience and understanding as we transition to our new support system. We value your continued support and look forward to serving you better than ever before.
Sincerely,
The Entire Cocoatech Team of Six Team Members From Around The World
