Dear Fairphoners,
We’d like to take a moment to share an update on the progress we’ve been making to improve your experience with Fairphone’s customer support. We’re not yet at the level of service we aim to provide, and are taking concrete steps to address this.
First, we’re hearing those of you who’ve reached out, whether through this forum, on social media, or via our support channels. Your feedback has been invaluable and we fully understand how disappointing it can be when support falls short of expectations, especially in moments when quick and effective communication is most needed, and when waiting times are long. We’re with you, seeing you, and are working hard to get better.
Over the last months we’ve been implementing multiple measures to ensure a smoother customer support experience for any pending or future requests, and are optimistic that the results will be felt tangibly more and more over the coming period:
The customer support team continues growing
We have made significant investments in expanding our support capacity. We have doubled our customer support team, hired a new team of agents, and as of July, we welcomed a new Head of Customer Support to lead ongoing improvements across the board.
Less reopened tickets
The percentage of reopened tickets has decreased over the last few months, meaning that we’re getting better at solving things from the get go. Over the last month, as an example, only about 10% of issues need to be looked at again after the first fix, and we expect this to keep decreasing.
We reinstated Live Chat
As of June**,** our live chat feature has been reinstated. It offers immediate access to a Fairphone agent for real-time support. Since this reintroduction, our Live Chat Customer Satisfaction (CSAT) score has reached 83.46. This exceeds our target of 80, which is also the industry benchmark. We see this as a clear sign that the changes we are making are beginning to have a positive impact.
We launched a virtual customer support assistant
We’ve recently introduced a virtual AI assistant to help customers troubleshoot and find answers quickly. It is available at any time of day and complements our agents support team by easing response times and improving accessibility.
We are acutely aware that despite these improvements, some of you have been waiting for some time for a response to an existing ticket. Please, know that we are actively working through the backlog with increased resources and renewed focus. We understand that waiting is difficult, and we appreciate your continued patience as we work to reach each and every pending query.
Thank you again for your patience, your honesty, and your trust. We will continue to keep you informed as we move forward. Our community can rest assured that our customer support is of highest priority for us, and that we are fully committed to keep improving by the day.
The Fairphone team.