Have you ever visited the Fiverr customer support page before? If you have you’ll know that it says:
“Our team is here 25 hours a day, 8 days a week just to keep you smiling and enjoying Fiverr.”
And that’s true, well, true in as much as Reuben & co are relentless in helping you guys continue to have a great experience here on our shiny little piece of the Internet.
So this afternoon when one of our persistent complainers (we say that with love) Madmoo got in touch to say nothing more than thank you for putting up with her and that she wanted to do so in a more public way, it seemed obvious to invite her to write a guest blog post for us. Something, I’m glad the coffee making, spaghetti sprawling, crafty genius was able to do right away.
Madmoo tends to waffle on a bit with her messages, and we should know because there’s been a whopping 71 support tickets assigned to her alone! However, we think this is just perfect the way it is:
“I feel it’s about time I mentioned the thankless task that is Fiverr support. Ok, maybe it’s not thankless all of the time, but I know I have my fair share of moans when things go wrong and don’t always take the time out to show appreciation for what they do.
Earlier today I had a query about one of my new gigs not showing in the searches – I was concerned that I might be losing potential customers because of it and decided to fire off another ticket. As is usually the case, my query ran to more than the one page and covered three issues by the time I’d finished. I’m like that – ask anyone who knows me … [Ed. Yes, we know!]
Anyway, within 5 minutes I had a reply from Max, addressing every point, explaining what he’d done and asking me to report back if it wasn’t fixed. He even asked me if I’d had a nice time on my recent holiday.
We exchanged a few more messages and the problems were fixed or being fixed – all within the space of half an hour.
Thanks Max – I’m keeping you busy today! :)
Haha. It’s always nice to hear from you and I enjoy helping you! :)
I think it’s easy to forget the grief they must have to put up with – the fact that they are working in support means that most of their day must be spent dealing with problems and with people like me who want instant results. I still DO want instant results, but those manning the help desk such as Max (and Ryan, Reuben, Jay, Joel and whoever else I missed) make you feel like you’re not just a number or ‘that moaning woman again’ (and if they feel that way, they manage to hide it very well!)
It’s really nice to know they’re real people and are concerned about how we’re doing.
A group photo would be good – what do you say team? I promise we won’t throw darts at it, like in the recent gig you highlighted on the Facebook page! :)
Thanks again – you put a smile on my face this morning and hopefully I can carry on being busy while you look after the technical side.”
Thank you, Madmoo! It means a great deal. Believe me when I tell you that the support team know you very well here and enjoy the long chats.
If you’re also a Fiverr user reading this and until now have felt a little scared to get in touch with the guys responsible for your happiness, don’t be. They’re just as human as you and I (although I suspect Reuben may be super-human as he manages 20 hour shifts quite frequently). But what matters is that they really do take every single message they receive seriously.
OH, and as for a photo of the team… we’re working on it :-)
