Posted by Karri on 3/23/2020 to General
We would like to take a moment and provide you our customers with a PSA about our customer service. We know there have been issues with receiving responses and even more with phone calls being answered. We have been aware of this problem for awhile. While this is a dynamic and diverse issue, the starting point for this issue was in the customer service software we were using. I am not here to trash another company’s services, but we did outgrow that platform. The amount of traffic we had on that software literally overwhelmed it to where it would not work and would not pick up calls even when agents were available, and emails were getting lost. This issue with our customer service software has been a problem, but it is a good problem to have because you, the customer, has chosen to do business with us. This is the type of problem we would prefer to solve. We apologize for any inconvenience to any of you that had a poor experience with this. We thank you for the opportunity to solve this problem, we know others are not as fortunate.
I am not making excuses, but we are in the final stages of completing our transition to a new, more robust customer service platform. We know this is not the ideal time to do this, but this has been in the works for several months and we made the decision to push through and get onto the new platform. We ask for your patience during this week as it will take us a minute to completely transition and get the new software organized, but this will be a tremendous benefit in the long run and will enable us to respond much faster and provide a higher level of customer experience. Thank you for your loyalty and your business we greatly appreciate it, and we look forward to being able to better serve you our customers in the future.
We will be reposting our favorite photos that you post for #dttdistancing and to a lucky few we will be awarded gift cards. Use the hashtag #dttdistancing and tag us in your posts on Facebook or Instagram. For those who don’t do social media (which is a way to be social and not catch Covid-19 FYI) you can upload photos to this FORM. We are just rolling with this and making it up as we go along. But we look forward to seeing your photos, and please exercise firearm safety when doing this, we cannot stress this enough.?