Assembly has recently appointed Tim Dickinson as Head Of Customer Success, building a passionate team focused on helping our customers get the most out of Assembly’s payment platform. As we near the halfway mark of the year, Tim shares his accomplishments so far and goals for the team for the rest of year.
“My 2018 new years resolution was simple. Focus on improving two pieces of feedback that our customers have given us. The first, is that they’d like to hear back from us sooner and help resolve our customers questions, the second, is that they had to ask us for help in the first place.
As a result, I’ve set up a team who is dedicated to ensuring everyone is successful in using our platform. So far this year, we’ve made great headway towards this goal;
We’ve reviewed the help centre and articles available to users and have rewritten many and also moved them to a more user-friendly help-centre where our users can easily discover or search for the information they need. Check it out: https://docs.assemblypayments.com/
We’re also working towards providing a response time of one hour, and resolving the issue within a day. This has been improved tenfold already but we’re not stopping there.
We’re progressing rapidly towards this target, once there we’ll set ourselves new, even more ambitious goals.
If you have any feedback I’d love to hear from you: email@example.com”