Protx: An update
May 16th, 2008
Last year I wrote a rather angry post about the quality of service provided by Protx during a system upgrade.
This caused a bit of a stir, possibly due to the high Google ranking and certainly the derogatory tone of the post.
I've since been contacted by Simon Black who took over as Managing Director of Protx last year. He has been pushing through a number of changes that he hopes will improve the customer support experience.
One of the more apparent surface changes is an update of the Protx support pages. The change in tone from the original pages is very positive:
"At Protx we are passionate about providing high quality support and service to our customers. Our technicians are trained to ensure that they provide you with a professional service and the correct technical response to your question.
We are happy to speak to you over the phone, communicate via email, or if you prefer you can resolve the query yourself using our in-depth website. You choose the method that’s best for you.
We aim to pick up calls within 60 seconds and respond to emails within 24 hours."
Simon also sent the following update on the progress they've been making to improve the service:
"Since last August Protx has transformed it's support operation by more than doubling the size of the team and investing in training and development. During 2008 there will be continual improvements to the way we provide customer service which will include overhauling the entire Support web pages.
Our aim is provide an excellent customer experience and we are proud to receive feedback showing that this is now happening more and more. The software platform we launched last Summer has resulted in a significant decrease in the number of Support issues raised on average. It has also allowed us to launch new features, for example, a much more efficient method for taking regular payments.
In the coming months and years we will invest significantly to ensure we provide a great service, remain the easiest payment gateway to integrate with and provide more and more added value to our customers' businesses.
Any customers or developers that are unhappy with the service they have received from Protx can send an email to feedback@protx.com and they will receive a prompt response from one of our senior managers."
I'm not sure I'd use Protx again, but I think it's great to see positive action being taken on something as important as customer service.
Customer service is a product itself in any successful company. It should be treated with the same care and attention as you give other products you sell.
2 Responses to “Protx: An update”
Sorry, comments are closed for this article.
May 27th, 2008 at 11:29 AM
I read your original Protx rant with interest, it sounded awfully familiar. Protx truly have been diabolical in their customer service.
My recent experience leads me to believe that they're email support is still very very poor. The response time is too long and in most cases they don't even answer the question that's being asked. It seems like they don't read the emails properly and send the first stock reply they can find in whatever knowledge base they're using.
However, my experience once I have got hold of someone on the phone has been pretty pleasant. Quick, responsive and - crucially - they listen and try to understand the question that's being asked. I'm going to give them the benefit of the doubt for a while.
May 28th, 2008 at 12:41 PM
I deal alot with protx and at one point their support was beyond a joke. Since that bad time when they had a big mess up with the 3d secure i know that caused alot of bad vibes for them on the web and i think they have tried to sort themselves out abit.