White Label Dating

Hello again everyone! Here is your next instalment of your weekly support blog. With the weather starting to chill it sure feels like Winter is creaping up on us and doesn’t it? Hopefully some of our usual happy and chirpy customer support news will help you forget about the winter blues setting in! In this week’s issue we’ll cover our most popular member query of course, and those heart warming good feedback messages from your customers to have a good read through! It’s really important to us that we keep sharing all of this great information with you and keep you in the loop! We’re still just as pleased and proud to tell you, that your Customer Support department is still running just as smooth as it always is. So let us share the news with you so far and some of the good feedback for you this week!

Monday 12th - Sunday 18th Oct 09

Member Query of the week

Over the past week we have seen an increase in our members querying the 3-D secure code page that is presented to them when making a payment. As we know, all Internet transactions that want to provide their customers with a secure way of making a payment online now have this page implemented into their system.

For those who are unfamiliar as to what exactly this system is, 3-D Secure protocol is something we use developed by Visa to improve the security of Internet payments. We ensure any customers who query protocol are told that the service named Verified by Visa as you may know is one of the safest methods of payment. MasterCard has also adapted a similar protocol called MasterCard SecureCode that we use. Both are designed to allow authentication of cardholders by their Issuers at participating merchants. The objective is to benefit all participants by providing Issuers the ability to fully authenticate cardholders through the use of a password during Internet purchases, reducing the likelihood of fraudulent usage of Visa and MasterCard credit cards and improving overall transaction performance which is something that puts thier mind at ease.

The combined effect of ease and flexibility of implementation, secure transmission of account information, and reduced disputes offers the following benefits for all parties involved:

* Increased consumer confidence, which leads to increased sales.
* Increased card acceptance through better merchant confidence in accepting international transactions
* Reduced cardholder disputes, exception handling, retrievals, chargebacks, re-presentments, write-offs, and associated handling costs

Members that query this page simply want to know what the page is and if completed grants them immediate access as a full member to the site which is the case.

Since having the 3-D Secure Code Page on our payment system, not only has it reduced our chargeback rate, prevented fraudulent transactions but has also provided our members and partners with peace of mind

Customer Satisfaction Rate

98.7%

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 Sandra, datingpartners.co.za
Sandra: “Lucy… Thank you… I will sleep a lot better tonight and I am so appreciative of your response and explanation… I want to thank you also for a wonderful site… I have met some really, really great friends and I know that they will remain lifelong friends… I will recommend you everytime and your support team and response if phenomenal… You have answered all my concerns and again I salute and thank you. Sandra”

And we have another message to share from George, datinggroup.co.uk
George: “Hello support team, Thanks for everything, your site was excellent and well organised, easy to use. I managed to find a lovely woman on the site and we are both very happy! I will therefore not need to continue as a basic member. Best regards”

Hello again everyone! It’s time again for your weekly Support Update. We trust you are ready to hear what the Support Team have been doing and we are excited to provide you with the updates from last week. Lets get started with another insight for you as to what we all get up to here in Support. This week has flown by for the support staff as they have all been working at their usual fast and busy pace to answer our member queries very efficiently. We are proud of the level of customer service they provide to every member. There is always a high level of quality and respectable amount of time spent on each individual response as we aim for every single customer to leave with a smile on their face

Monday 5th - Sunday 11th Oct 09

Member query of the week

The Support Team have noted that photo uploads have become the largest query of the week. As we all know, for those new to the world of Internet dating, the whole concept can seem rather daunting, especially uploading a picture of yourself. In Support we get a large amount of members asking for guidance on what photos they should upload and how quick the whole process is. We advise our members to avoid pictures which may; include large groups of people, are taken at a long distance, contain dark lighting and have a grainy texture. Instead we promote them to upload clear facial shots and to always take advantage of having the additional 9 pictures on their profile which can include; your hobbies, friends, family and maybe even some with themselves and their pets! As we have seen in the past, members who upload a picture onto their profile receive 10 times more interest than those who don’t and therefore, giving them a more attractive profile. This obviously leads them that one step closer to finding their perfect partner!

We have numerous ways for our members to upload pictures onto their profiles, these being:
1. Upload via your PC
2. Upload via your mobile
3. Upload via our scanning department
4. Upload via our new cam facility

We are pleased to see that our brand new web cam facility is proving very popular which will hopefully encourage more of our members to upload their pictures with us.
As the saying goes:

“a picture can speak a thousand words!”

Complaint Rate
2%

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 Julian, portsmouth.datemetoday.co.uk
Julien: “To all at the Support Team of portsmouth date me today. I just want to thank you all for the messages, the help and the protection that you have given me on my stay with this site. Take care all, Julien”

And we have another message to share from Kevin, singles365.com
Kevin: “Just a note to say thank you for your reply about my membership renewal. It’s good that you will automatically renew it. It saves me a lot of messing about. I am more than happy for my membership to continue for another 90 days as you mention. I am enjoying the site, even when I don’t have much luck date wise. Myself and others I’ve messaged with agree that this site is more than just a dating site. It’s also a bit of a social networking opportunity as well. If people don’t fall in love, they most certainly make new friends. I met my three closest friends on this site, and for that I’m very grateful. Kindest Regards”

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”

Here at WhiteLabelDating.com we recognise the importance of customer service and the impact that this can have on your brand and the reputation of your company, which is why we take it so seriously. We have a dedicated and professional support team who work 7 days a week and respond to all member queries within 24 hours or less. Our average response time is just 3 hours! Unlike other Internet dating sites, we make our phone number easily accessible to members and are on hand to help with account upgrades and any technical issues that may arise.

Our support team have all had expert training in this field and aim to ensure that every member leaves the customer experience with a smile and hopefully a date, happy with the service they’ve received from your brand!

Whilst these staff are part of the White Label Dating team, they are working for you, looking to provide your members with a top-notch experience and so we thought that it might be quite nice to introduce you to the team. There are currently 12 members of staff, some have been with us for over 3 years with others having just joined a month ago - it’s a rapidly expanding team! So without further ado, let us introduce:-

Jessica Dimsdale - Customer Support Manager

Jessica joined WhiteLabelDating.com 3 years ago after deciding to move away from the beauty industry where she worked as a beauty therapist. Jessica originally joined as an Administration Assistant, but with all of her hard work she made her way to the top of customer support, to our Customer Support Manager. It’s her keen eye for detail and perfection in her work that has now led her to manage one of the largest teams in the company, which is still continuously growing! Her biggest achievements to date are; expanding her team from only 2 members in December 2007, to 12 in July 2009 and slashing customer complaint rates to an all time low! Now her focus for the future is to create specialised sub departments in our customer support team for further improvements. And of course, to continue supplying one of the best, most accessible internet dating customer care departments in the world! Jessica really is someone to watch out for at White Label Dating.

Charlotte Ebel - Customer Support Supervisor

Starting when the team was much smaller, she’s seen the team and the company grow as one of our more experienced members of the support staff. Before starting in the company as a Customer Support Executive in March 2008, Charlotte worked at a business centre for 2 years, and had plenty of experience she needed for this customer focused role. Charlotte proved she was eager and keen to work as hard as we needed and more! She always went the extra mile in her work, which not only gained her an admirable work ethic but also set a good example for the other members in the team and quickly earned her the role of Customer Support Supervisor in January 2009. Charlotte continues to deliver a high standard of Customer care and support for our members, and assists Jessica in what ever she needs as her right hand gal!

Lucy Kappelides

After working as an events coordinator previously, Lucy decided it was time for a change and a new career, thankfully we found her! Lucy started in her role as Customer Support Executive in February 2008. She’s grown to become not only extremely experienced in her field of customer care, but very valued in the Support Team for her dedication and quality of work. In fact, Lucy has become so familiar and efficient with dealing with your member’s queries that she’s been given the nickname the “Support Query Queen” …not bad eh!

Kelly Ware

Kelly joined us in June 2008 after leaving her previous job as Passenger Service Agent in Heathrow Airport. She started within the Administration Team just as Jessica had. Kelly was quickly recognised and snapped up for the Customer Support Team where she was far better suited. What with all of her wealth of previous customer care experience we would have been silly not too! She is always suggesting ways to improve our team and the systems we use. Being the great team player that she is, combined with her strive for perfection, Kelly’s an all important member of the Support Team!

Alana Jackson

Alana joined WhiteLabelDating.com in August 2008 after finishing her 3 year degree at University, to become an Administration Executive. Within 6 months she worked her way up to become a Customer Support Executive where she feels far better suited, and we think so too! Alana has proven to be a patient and relaxed member of the Support Team in times of stress, and always ensures to have done her best to assist your customers in every way she can! Throughout the day her relaxed nature makes her a calming member of the team to be around and she always manages to make you see the brighter side of life! She also actively looks for ways to improve the system we work on and is keen to expand and promote the dynamics of our Support Team.

Emma Newman

Emma instantly fitted into the Support Team with her bubbly personality, which found her place in the team in no time! She came to us from a well known retailer in Windsor where she worked as a Customer Service Supervisor. Having known she was so close, we wish we got our hands on her sooner! Emma quickly became a vital member of the Customer Support Team bringing with her a great knowledge of customer service, and that all important vivacious personality. She thoroughly enjoys ensuring that all members on the site are genuine and keep those nasty scammers at bay! She never lets them “slip through the net”! And you may wish to know she’s more commonly known in our team as the “Scammer Queen”!

Alexandra Osbourne

Alexandra joined WhiteLabelDating.com in June 2009. Although she has not been in the company long she has already settled into the role with ease and strives to do her best in all aspects of the job. In the short time that Alexandra has been with the company, she has already written a document to train new members of support with telephone queries and dilemmas which has aided the new team members with answering any phone questions that may arise. It is clear that Alexandra is confident and has picked up the ins and outs of support in no time! She’s a strong member of the Support Team who we value very much!

Gurdeep Daffu

Gurdeep landed himself a role with WhiteLabelDating.com earlier this year. In 2006 he studied Double Award I.C.T. for his A-levels whilst working for an online call centre. This was great experience for him as he was able to improve on his skills and gain knowledge of how businesses should work. He then moved on in his career working for a respectable car manufacturing as a Parts Administrator. Here he gained excellent knowledge on the new and used car rental business alongside integrating with large corporate businesses. Working for a dating agency is a big career move for him, and he aims to work hard and grow within the company working his way forward to a better future.

Karl Offord

Karl first started at WhiteLabelDating.com back in 2004 after he finished his degree in Human Biology at Oxford Brooks University.  He was only with us for a short period of time working on our Administration Team. When he left he became a qualified Rowing Coach and in recent months has joined us back on the Support Team. Karl has over 10 years experience in customer service and brings with him an excellent phone manner. He sure is a charmer! He has settled in to the Support Team quickly and is known as the “Big Friendly Giant”. We’re glad to have Karl back on board!

Amy Loudon

Amy joined the team in July 2009, having just completed a three year degree in Advertising. Having previously worked in front line customer service related jobs, Amy had the skills and strengths to fulfill the role. Although still relatively new to the company, Amy has fitted in with team perfectly and we feel like shes always been part of the team! Her best attributes are her positive attitude and her polite telephone manner. With the ability to understand each individual customers problem and remain calm in all situations, Amy prides herself on resolving customers queries both effectively and efficiently. Amy feels lucky to have found a job that she enjoys getting up for in the morning, and hopes to spend many happy years progressing within the company, and so do we!

Kate Hyder

Kate has joined the company in the last few months. After 3 years at Portsmouth University, Kate graduated with a degree in Sport Science. She has previously worked in reception and customer support roles for two large hotel companies, bringing with her a good knowledge in customer services. She has fitted into the department extremely well and we love having her on the team! Kate is one to watch out for, she’s a hard worker and a big achiever. We’re thankful to have her on side!

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Jenna Keating

Jenna is the newest member of the Support Team at WhiteLabelDating.com (Awww!) Although she has only been with us for a short period, Jenna has become one of the family here and we love her. With a cheerful telephone manner, and that eye for detail that we need, Jenna has fitted in perfectly among the team and is thoroughly enjoying her role as Customer Support Executive.  She’s been so helpful and quick to learn everything so far that we look forward to what she has to offer in the future as our new addition!

We regularly receive success stories from members of the sites and so we thought that it would be helpful to provide you with a weekly customer service status update blog post with details of the main member query, success stories and complaint rate which helps you keep on top of your members experiences. If there’s anything else that you’d like to see included, be sure to get in touch!