Feedback from our ongoing NPS and Customer Love Surveys have been insightful. Thank you to the thousands of customers who have responded with constructive feedback. We are listening to you and are already actioning a number of initiatives to continue to improve the level of service we deliver.
Live Support Chat
We are pleased to announce that Live Support Chat is now available to all Neto merchants. The new support channel has been in testing for the past month with lots of positive feedback from customers. First contact resolution is proving to be better than any other support channels as well as time to first response.
To use Live Chat please login to the Neto Support Hub or click on the help icon at the top right of your control panel. Then, click on the live chat button at the bottom right of the screen to start chatting to a live support agent.
Additional Phone Support Resources
In addition to our investment in Live Chat, we are increasing phone support capacity with a number of new staff due to start in our Brisbane office in the coming weeks. Neto has the largest e-commerce platform support team in Australia and we are doubling down on this important part of our value proposition.
Keeping it in Australia!
In contrast to our competitors, we want to keep all development and support for our Australian retailers in Australia. This does come at a cost, but we believe the value of local support and knowledge outweighs the additional expense and is the key differentiator for our business.
Opening our Doors
Next week we will be holding the first of many Neto Open Day events. These events are an opportunity for Neto customers to meet the Neto team and other customers at Neto HQ in Brisbane, while learning about our business and roadmap. Given these are being held at our office, we have had to limit the number of attendees per event. If you have not received an invite to next week's event, you will receive an invite for a future event.
I look forward to sharing more exciting updates in the coming weeks...