Subject: Client feedback on one of your Concierge handling
From: subir chakma <[email-masked]>
To: Gelna Genusolango G <[email-masked]>
Date: Thu, 26 Feb 2015 19:04:09 +0530 (IST)

Hello Gelna, 

I got this complaint from Katerina, and sharing her direct feedback with you. 

LTK1221603011278X 

why are the customer's emails not being responded? long delays 

he left a review on SiteJabber. he emailed our CEO, CTO 

even Gelna's email on the 21st Feb 
its rather pointless saying to the customer : Once delivered, it will be updated in your suite. 
the customer knows that- thats our process 
there is no update to say, we contacted the merchant etc etc. What action has been taken 

but can we address the issue with the agents 

taking Gelna's email as an example 

customers are asking for an update 
if we dont have an update or a definite response, say to the customer what action has been taken 
just sending an email - with NO updates, NO info, its rather pointless and frustrating for cx 

its common logic. read and answer customer's question