Dear Valued Users,
We want to address some issues with our current customer service system that may have caused inconvenience for our users. Below are the key problems:
1. Ticket Closure Issue: Due to some bugs in the current system, previous tickets cannot be manually closed, making it seem like the issue remains unresolved.
2. Delays for New Inquiries: Since unresolved tickets are not properly closed, new user inquiries may face longer wait times or the impression of delayed resolutions.
To enhance your experience, Toobit is taking the following measures:
1. Adding More Support Staff: We are increasing the number of customer service representatives to ensure faster responses.
2. Expanding Language Support: We are adding more multilingual support staff and community managers to address inquiries in real time.
3. System Upgrade in December: By the end of December, we will launch a new customer service system. This system will resolve current issues and introduce new features such as:
A fast-resolution channel
Comprehensive FAQs
Online forms and other automated tools
We sincerely apologize for any inconvenience caused and appreciate your patience as we work toward providing a better customer service experience.
Thank you for your understanding and support.
Best regards,
Toobit Customer Service Team
