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Listening and Learning

New Support Training Programme

Our expanding team of support staff are committed to giving the best service available and we are always striving to do better and make improvements where needed. We are very excited to introduce a new support training programme which will help tackle the issues that come with a rapidly increasing community of members.

After listening to your feedback, it’s clear that issues with consistency of moderation and levels of support have been disrupting the quality of service provided to our members. Plans to combat this have been put into action, including extension of live help chat and ticket helpdesk hours so we can answer your queries even faster. We are committed to providing our members with an environment where they can voice their opinions freely and share experiences with the appropriate levels of censorship.

The moderation team is expanding and, with a new director of support and a revised training programme in place, the consistency issues will deplete and wait times for content approval will reduce dramatically.

More practices are being implemented to support our continued commitment to the safety of members, including action towards any site activity deemed suspicious and the members creating profiles for illegitimate purposes.

Beta Site

As well as improvements to our support department we also have our ongoing feedback project, which many of you are already taking part in as Site Advisors. We’ve had an excellent response so far, and your efforts to contribute have been greatly appreciated and not gone unnoticed!

We would like to give our Site Advisors exclusive early access to our beta site where you will be able to test out some of the newest site improvements. We have been working on our beta site for the past five months and it is has been shaped and created from the feedback you have been providing for us. Please look out for more information on the beta site this week!