This marks the third and final installment of changes suggested during our AvantLink Feature Requests survey on Facebook. This round includes only one change, but it was a doozy to implement: the affiliate support request page now displays the history of responses from AvantLink on individual support tickets.
As anyone who has ever filed a support request with AvantLink knows, we handle all support via email. We do this for a number of reasons, most notably simplicity and universal accessibility. Our entire staff is able and encouraged to participate in the support process, and we can respond to requests even when we’re on the road with only a mobile phone at our disposal. In turn, that allows our response times to be as fast as they are: our median time to first response on an affiliate support ticket is under 2 hours (not bad considering that includes support requests received during off-hours and on weekends).
So while we understood the value of being able to quickly reference the resolution of support requests through our website, we didn’t want to make any change that would interfere with our industry-leading support. Instead, we constructed a process that would monitor our outgoing email responses to support tickets and log them for display within your affiliate account. That means any new tickets will automatically have their responses from AvantLink tracked and listed for future reference on the support page.
But we didn’t stop with tracking responses to new tickets, we even went through our archives and loaded prior support responses going back three years! If you’ve ever filed a support ticket with AvantLink, chances are that the full history of your conversation with us is now visible on your affiliate support page. Go ahead – take a look!
Thanks go to John Powell for his suggestion that we make available the archives of our support emails.