White Label Dating

Hello again everyone! Time for a nice cuppa and update on the latest feedback from our Support Team. Last week was a really good week for us in support! Not only did our members seem very happy with the service they were receiving, which is reflected in our lowered complaint rate this week, we also had a brand new addition to the support team!
This being in the form of the lovely Miss Cara Bunce…..

Cara Bunce

On the 21st of September Cara joined the ever growing Support Team and we would like to give her a big warm welcome by introducing her to you! Although the popular and valued Cara has already been an employee of WhiteLabelDating.com for 6 months now, she has worked hard and made her way to the Support Team. She was spotted for her ambition and her noted interest in the Customer Service role. Cara started with us at WhiteLabelDating.com in an Administration position and even then she was able to spot out and seek potential scammers which Jessica (Support Manager) noticed and took advantage of straight away.  Cara was originally from a retail background and studied IT at college which has come in handy working here. She has a beautiful telephone manner and understands the value of hard work! Cara is great at helping our customers with their support queries and has taken to the role quickly, and efficiently as she is already familiar with the WhiteLabelDating.com family. Shes already become a popular and valued member of her new team as well!

Monday 21st - sunday 27th Sep 09

Member query of the week

This week we have had a lot of interest in Video Profiles.

Members on all sites are able to upload videos onto their profile. This is an excellent way of introducing yourself and allowing other members on the site to see and hear what you are like! We have noticed that profiles with videos attract a lot more attention, the main reason for this being that it starts to feel more ‘real’. Sometimes Internet dating can seem somewhat robotic, however, adding a video to your profile makes you come alive! Most members that come to us about video profiles just need reassurance that they will be saying the right things, as we can all understand, talking about yourself positively can be difficult sometimes and members just need a little encouragement. We have had some very good video profiles this week and just hope the members keep them coming!

Complaint Rate

1.12% - which is a slight decrease from 1.14% last week

Good customer experience feedback for you!

Here are 2 quotes for you to look at that your Customer Support Team has received this week.

We received a message from Barbara, friendsofyours.com

Barbara: “Thank you Emma for your support, I was almost conned on another site, with flowery romantic emails etc, and then asking for money. It caused me a great deal of anxiety as you can imagine, and I was even too scared to come onto my computer, and I was very wary of joining another dating site, so I am very aware now that this happens. Thank you for your immediate response, and attention, I feel very supported on this site. Thank you once again Barbara”

And we have another message to share from Gill, seniordatingagency.co.uk

Gill: “Would just like to thank you so much for your service. Have met a fantastic man through your site. Can’t thank you enough.
Best wishes to all the staff at SDA and to your continued success. Gill”

Hello everyone! I hope you’re ready for your next installment of your weekly support blog. In this week’s issue we’ll cover our number one member query for you that we have received. And also of course a couple of good feedback messages for you to get stuck into and see what your members have to say! If you have read our other latest and newest weekly support blogs since we started you will see that we have covered a little bit about the team that turns our customers’ frowns upside down and how we do it! We’re pleased to tell you, your customer support is still running as smoothly as ever. So let us share the news with you so far and some of the good feedback for you this week!

Monday 14th - Sunday 20th Sep 09

Member Query of the week

In the past week we have had a lot of members asking us how to obtain credits through the site. Both our online, virtual gifts and astrological merchandise is growing in popularity on a daily basis.
Gifts are very popular on all of our sites and are a great way for our members to break the ice.
Also, purchasing items such as compatibility matches and profile coaches can really help our members make the most out of their time with us and obviously assists in finding them the perfect partner!

The Customer Support Team are keen to help our members out with this, and of course everything else too! We do think it is very important our customers can approach other members however they want to, and if that’s by sending them a special little gift to say hello then why not! It’s a fun and different way than normal to get in touch with that someone who you like the look of. We definitely understand a gift does show that little bit extra fun and flirtation than a standard normal message.

Complaint Rate

1.3% - increased ever so slightly from 1.14% last week

Good customer experience feedback for you!

Here are 2 quotes for you to look at that your Customer Support Team has received this week.

We received a message from Yori, filthyoverfiftydating.co.uk

Yori: “Many Thanks… Due to initial problems attempting to obtain Full Membership last night, I had to phone the “helpline” a couple of times this morning and spoke with 2 girls from your “helpline” office… one of which was called KELLY (very sorry but I didn’t get the name of the other girl)… may I say that the way in which I was “dealt” with on both occasions by the girls I can only describe as being a credit to your organisation… both were very helpful, polite and professional… again many thanks.”

And we have another message to share from Andrea, plentymorefish.com

Andrea: “Hi, One brilliant thing with this site is the way it links all messages a favourite. You have one over DDirect there!! It is an obvious, very important thing to do. It makes life so simple, you can look at a profile of a person in Favourites AND look directly at what you have said to each other at the same time - the history. For me that is my filing system - short-list if you like - brilliant!
(On DDirect you can pull all mail with one person together OK, but NOT under My Favourites tag - sometimes I’ve had to go back months to see if we ever DID communicate before saying hello). Cheers.”

You will recently have read a post from us introducing the Support Team. This is because as a business we are transparent and we want our partners to see the staff that are working day in, day out to guarantee their success. So often, the only contact that a partner will have will be with their Partner Manager, but there are so many more of us working away behind the scenes.

We pride ourselves with giving excellent customer service to all of our members, ensuring all profiles are moderated to a high quality, membership queries are dealt with quickly and professionally and providing friendly UK phone support 7 days a week. Over the past year our Customer Support Team has more than doubled, going from a team of 4 in July 2008 to now a team of 12, which is still in the process of growing! Due to the expansion of this department and the direction customer support is heading withing the company, we thought it would be beneficial to fill you in on a weekly basis about; member queries during that week, good customer experience feedback and a percentage rate of complaints. So here goes…..

Good customer experience feedback for you!

Here are 2 quotes for you to look at that your Customer Support Team has received this week.
We received a message from Trevor, seniordatingagency.co.uk

Trevor: “Just want to say how very good your agency is and how many nice people I have spoken to

and met and I have only been on here for over a week”

And we have another message to share from Adrian, plentymorenaughtyfish.com

Adrian: “Thank you for all the support over the time i have been with you. I have now met someone new and would like my account to be taken off completely.

Thank you again”