Insufficient support for members of any system can easily lead to its downfall, especially so for a HYIP. Thus a working support system should be a matter of priority if the system is intended for long term use.
The overall starting trend of News and Updates in the back office of Elite Alliance Wealth Club is an extremely busy General Manager, graciously condescending to keep his investors informed about possible new developments before attending to pending payouts. In between, the second in charge, Alex, also highlights the very busy schedule of the General Manager and recommends that members don’t bother him with unimportant stuff.
Here is an excerpt from News and Updates:
Posted Feb 26th, 2011
I personally have been extremely busy this week due to numerous offline meetings and phone conferences. So, my apologies to all those of you who have tried to contact me unsuccessfully for the last few days.
Firstly, the most important thing... We aim to respond to all enquiries as soon as we can, but we receive a huge number of Support Requests every day. Seems like a lot of EA Members open "High Priority" Support Tickets just to ask questions that have either been answered in the FAQs, or have zero discussion value and are just SPAM. Remember, other Members suffer from this! HIGH PRIORITY Support is the "911 Service" just for emergency issues, so please open your Support Tickets with appropriate Priority Levels.
Starting Monday, I will not be answering low-priority emails and handling Support Requests, as every second spent on these activities takes me away from doing something IMPORTANT that is required for us to continue to offer you a safe and risk free passive income opportunity. These activities will be assigned to our new Support Team member – Katrin
My Questions on this: What does admin regard as “High Priority”?
Since that isn’t explained anywhere, every person must decide for himself what is an emergency and what not. Opinions on this will of course vary from person to person. I would reckon password issues to be an emergency.
As to delegating the handling of support requests: that should have priority right from the start. When opening a system like this to the general public, it’s obvious that a lot of support requests are to be expected.
Posted March 25th, 2011
4. Support Requests
We are planning on installing a HelpDesk software to better handle Support Requests. That is why the Support Tickets within your Members Area will not be accessible for several days starting tomorrow. Current situation shows that Members tend to open several Support Tickets on the same matter. We always ask not to do so as this will push your ticket further down our queue and may result in a delayed response from us. As soon as our new help desk software is installed, we will update you immediately. Also, all currently open Support Tickets will be replied to via e-mail as soon as possible.
Posted April 15th, 2011
2. Our helpdesk software will be completely setup in about 3 to 5 days. A special update will be published on how to use it for both signed in, and non-signed in users.
7. Finally, we do understand that currently our support is not the best around, but we are working on it and will do our best to have our new multilanguage Support Team formed by the end of next week.
Well, to date June 2011, no special update on the use of the help-desk has been published. The Help-desk has been installed, but with all the ranting about support tickets and no proper replies to outstanding ones, members may now have given up on this.
In the case of a HYIP that can easily lead to its classification as a SCAM, especially by members who haven’t yet received any payment.
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