It’s Danny Carrao, the President of Intelliflix
and I’m back for another installment of our Intelliflix
newsletter – Presidential Perspectives.
I appreciate
all the feedback we got from you after our last newsletter.
There were some great ideas in there – I’m
excited that our members care enough about our service
to write in and share. Just a reminder though – while
I welcome your feedback, I’m not the customer support
department! If there are specific things you need taken
care of, please don’t email me. As you can imagine,
with members in all 50 states, Puerto Rico, military installations
around the world, and other US territories, I couldn’t
possibly have the time to individually resolve an issue
that you’re having. I don’t want you to think
that I’m ignoring you, so please make sure you go
to the web site and create a support
ticket if you need
help. Now, on to this month’s Presidential Perspectives…
Here’s some advice on how to speed up movie turnaround
from your queue. I know that most of our members
are anxious to get another movie when they send one back
to us, and unlike some of our competitors, who admit
to restricting, or “throttling” accounts
when people get too many movies, we never throttle
our members and want to send you as many as possible.
First of all, please make sure that you follow the instructions
on your mailer when sending a movie back to us. Make
sure that you match the shipping center number on the
sleeve that the disk goes in with the one on the envelope
with the return address label on it. That will
make sure that your disk goes back to the right shipping
center. When we get disks that are sent back to
the wrong shipping center, it slows the process down
for you. We need to then look up your account to
find out where the disk should have been sent to, and
then pop it in the mail to the right shipping center. We
can’t send your next disk until the other one is
checked in, so you can see how that would slow things
down for you.
Along that same line, another thing that we find happening
is that people try to send more than one disk back to us
in the same envelope. While we appreciate that our
members are trying to save us the cost of postage :) please
only put one disk in an envelope. Our mailers have
been specially designed so that we can reduce the amount
of breakage that we incur through the postal system. When
you pop a second disk in there, the chances of disks breaking
are much higher. Also, it’s quite likely that
those two disks came from different shipping centers, so
we run into the problem I mentioned above of getting a
disk at a shipping center that we can’t check in,
thus causing delays on your account.
Customer
Support Improvements
We’re always trying to improve, and one area that
we’ve focused on recently is our customer support
department. We’ve made a concerted effort in
the past 30-60 days to improve our staffing, our systems
and our training to make sure that our customer support
representatives are resolving your issue the first time
you write in. We now have Quality Control Supervisors
whose sole job is to sample the responses that we’re
sending to you and make sure that they meet our quality
standards. We hope that you begin to notice an improvement
in the turnaround time and the quality of the responses
that you’re getting, and we look forward to when
our customer support representatives are seen as one of
our major competitive advantages!
New
Queue Features
There are two exciting improvements that we’ve introduced
to your queue processing recently, specifically as a result
of some of the feedback that we’ve gotten from you. I’m
sure you’ve already noticed them, but I wanted to
mention them so you know that we do take your suggestions
for improvement seriously.
When you’re searching for a movie or game, you’ll
now see a button called “Q it Now” that shows
up on the search results screen next to every title. If
you want to add that title to your queue, simply click
on the “Q it Now” button – the system
will automatically add it to the bottom of your queue and
return you back to the search results screen. This
is a much easier way to add titles to your queue!
Another improvement we’ve made was to identify those
titles that will not be shipped immediately, either because
they’re in high demand or they’re a rare title. Those
titles have been moved to a Waiting Area of your queue
and as soon as they become available, we ship them out
to customers on a first-come-first-served basis based on
how long someone’s been waiting for them. Now
there’s no more wondering why a certain title hasn’t
shipped yet.
High
Definition (HD) Titles
Lastly, I just wanted to mention that we will definitely
be supporting HD titles. We’re excited about
this new format and will share it with our members as they
become widely available for rental.
That’s it for this month – thanks for reading
this far, and for all the great feedback that you’ve
given us. I’m always open to suggestions for
improving our service, or for letting us know about a feature
that you really like and you want to make sure we keep. My
email address is dcarrao@inc.intelliflix.com – I
promise that every email is read and, while I can’t
respond to them, I do take them very seriously. Remember,
keep using the website for customer support issues.
Until next time, thanks for being a member of Intelliflix
