At rock, we pride ourselves in maintaining a very high standard of customer service. Since January 2007, we kept support call holding times well below 3 minutes and the average call was handled within 5 minutes.
However, since a recent survey conducted by our support team, it became apparent that over 78% of customers would prefer contact via email if they were responded to within 24 hours, and 87% if responded to in the same working day.
So to better our service even further, rock has now invested in a state-of-the art support ticketing system that seamlessly integrates into our e-commerce model. A support query can be raised at “My Rock” on www.rockdirect.com by registering for the first time or logging in.
The customer’s account will automatically be tagged to the support ticket ensuring that the problem can be dealt with swiftly. We’re proud to be currently responding to 96% support queries in the same working day. Product returns can also be arranged through the system of which every step of the repair or service job can be tracked live by logging onto “My Rock” at any time of the day.