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Review of Planet

7
Request successfully processed
Leiter Marketing from 25-49 room Resorts in Eibenstock (Germany)
Verified
6 days ago
Products Reviewed
Hotel Management Software
What do you like most?
After the request was recorded by telephone over the weekend (where help would have been needed in an emergency) and a ticket was generated, we received a prompt call back from Ms. Cobi on Monday morning, who quickly, competently and kindly assisted us with our request.
What do you dislike or think could be improved?
As an end customer, I'm routed through a lengthy telephone system. I enter detailed information over the phone about where I need to go (hotel software/Protel/ProtelAir/Interface). Despite this specific input, I still reach a support representative 90% of the time who can't help me but simply opens a ticket. This doesn't directly help me in this situation. - Solution: After dialing the extension, I should be informed immediately whether a suitable employee is currently available for my request. If not, I should be told when someone will be available in that department (especially relevant on weekends). The phone system could then provide information on whether to open a ticket in the portal or to stay on the line so a colleague can take down the ticket directly over the phone. Currently, after entering my information, I hope to get someone from the department on the line. I explain the issue to them and am then told that this person can't help me but can only open a ticket. Optionally, AI could be used here to collect my data and request if no support staff is available and generate a ticket. The ticketing system could also send an email notification as soon as a support staff member has reviewed the issue. This way, I at least know when work is being done on it.
3.5
Average
Ease of Use
3.0/5
Customer Support
3.0/5
ROI
3.0/5
Implementation
3.0/5

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