It’s not just a matter of adding more resources.
The whole campaign is quite difficult to understand, sometimes even for us now working in it for a while.
I tried to explain it to my wife the other day, and I lost her at Backerkit. If you thought the whole Indiegogo contribution ID, Backerkit ID, order number, Backerkit “quasi queue number”, and finally tracking number were confusing, wait till you add the shipment order number which is how the shipper internally identifies the shipments, or the return order number when the unit is returned to sender.
Sometimes I get a question or issue, and it only has one of these numbers. I then have to search three different excel workbooks with 18 sheets in total by now to piece the image together, find the corresponding support desk ticket if there is one mentioned, find the Backerkit account to verify and possibly change an address, update it on the masterfile in Excel online, update the ticket, update the forwarders by sending an email, update the client through the ticket or PM or thread, set a reminder to follow up on the message, etc etc
The volume and load became so much more due to the corona crisis in unexpected ways:
- delays meant more inquiries about when it would be delivered
- delays and lockdowns meant more address changes, and inquiries about those changes
- lockdowns lead to some units not being delivered leading to inquiries
- the initial snowball gathered even more momentum and more inquiries regarding previous inquiries going unanswered
- then some people not only mail, but also post here in threads, personal messages, call the support desk, sometimes all at once.
- sometimes the forwarder gets back to us with shipments that require “immediate” attention, meanin I have to drop whatever I’m doing to sort it out.
Trust me, I understand your pain. I’m not sharing this to make you feel bad for asking for support, just to give you all an insight into what is going on and why it’s not just as easy as “let’s open up another can of support people to handle this”.