If you’ve ever requested for a place to be added on looloo via our handy-dandy support or suggest email addresses, then you’ve probably met either Pam, Jacy, or Roegan. To answer the title’s question, no, they’re not robots (though on days they get tons of emails, they do end up sounding like Alpha from the original Power Rangers). Spending countless hours hunched over maps and computers screens, these three amigos are the fantabulous folks behind looloo’s support desk!
Being some of the hardest-working members of The looloo Crew, we thought it’d be pretty cool to do a quick Q&A feature on the unsung heroes who manage to keep looloo’s database in tip-top shape.
Nothin’ like an office NERF War to let off some steam
Q: What’s the best part about handling support tickets?
Roegan: I think the best part is whenever our users reply to thank us for helping them out. It’s really nice to see that our users appreciate what we’re doing for them.
Jacy: Aside from helping users out, it’s also fun talking to them. I like making new looloo friends!
Q: Do you guys have a process for handling tickets? How soon do you usually respond to tickets sent in?
Pam: We have shifts on Zendesk for answering the tickets. As much as possible, we respond to tickets as soon as we receive them.
Roegan: It would be total chaos without Zendesk! The system helps us organize the tickets really well. Also, it helps avoid bottlenecks like having 2 agents working on the same ticket. No user wants to receive 2 response emails from 2 different agents.
Q: What’s the weirdest support ticket you’ve ever received?
Jacy: People suggesting their own house address!
Pam: Drunk support emails!
Q: What type of tickets do you usually get? Do they come in at a specific time? More on weekdays or weekends?
Pam: We usually get place suggestions. There’s really no pattern regarding the specific time when they come in, it’s usually spread out during the day.
Roegan: We get a lot of place suggestions. Like a LOT.
Jacy: Weird, I usually get the bug report tickets. Huhu.
Q: Any special message/shoutout to looloo members?
Pam: Hello to Kristella D for a record-setting 59 places suggested in one day!(!!!)
Roegan: Hello to Tricia G, Min K, and Steph H! You guys make looloo a better app to live in. Heehee. :)
Jacy: Hello looloo peeps! *wink*