London, United Kingdom (PressExposure) March 22, 2011 -- The Custom-Writing.org project is one of the biggest academic writing companies on the web: in terms of customers, writers and the infrastructure. But the customers are only able to see the visible part of the whole project. Most of the customers only interact with the Support staffers and the Quality Assurance from time to time. But there are a lot more people inside of the project, who make it work.
"The problem with working without any actual interactions with the customers is that people who work, for example, in the Billing Dpt. and the IT specialists don't get to see so much appreciation. They don't get to hear or see 'thank you for your assistance' from the customers. They don't get to receive tips from our clients, like the writers do. And that's sometimes discouraging, because people always want to feel appreciated." - says Carolyn Marwick, one of the head managers at the Custom-Writing.org academic writing project.
That's why the project introduced a bit of a different approach for situations like this. The internal system works using a set of tickets, notes - just like a lot of other management systems. When a ticket created by the Support Dpt. gets to the IT staffers, they get to work on it. After the issue is resolved, the Support passes on the notes from the customers and/or the writers who were assisted on a particular issue back to the IT Dpt. In the end what you get is a set of notes, conversation transcripts describing the resolution to the problems and all of those gratitude notes passed on from the clients. The recipient receives the message and partially can see, how their work is appreciated and how it makes a true difference for the customers.
Results show that this easy, but effective method increases the engagement rates for the IT and Billing Dpts. when it comes down to dealing with specific issues on the level of a specific/individual customer.