Waiting times
Hello,
Is there any way to give an estimate of how long it will take to hear back from a Bunny Manager after we press the "request help" button or submit a question via email? Perhaps in an automated email or a note on the page before we press submit? I think it would help us to decide whether we really need to wait for help or if we're happy to take the risk and make the decision ourselves.
I've requested help on a few projects recently and have still not heard anything back.
Thanks!
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I second this. I’m also unsure of the impact waiting will have on my stats. It would be nice if the project would discount the time it takes to complete the project starting with a ticket submission and ending with its resolution.
Hi there!
Thanks so much for reaching out and sharing your feedback!
We'll be sharing your ideas and situations with the team so we can investigate for any improvements we can implement, if necessary!
Our team is committed to improving communication with our Pros, so we'd love to take a closer look at the projects you mentioned to better understand what might have caused the delay. In these cases, please let us know via email: support@bunnystudio.com whenever you have doubts about the status of your requests, as our CX has direct access to it and a better view as well.
Our target response time for the Request Help flags are within 2 hours, with most requests typically being addressed in under an hour.
However, since communication is done via our CX team, they may resolve the issue directly with the client - but we understand that the visualization of this process can be tricky for Pros, and it relies on our CX team to loop back with the Pro to let them know the request is being handled.
Since every case is singular, we'd like to request that if delays do happen, from now on, please let our CX team know via email. This will be best for keeping track of what situations are more likely to cause any delays, or if we are able to improve communications for each case as well!
Feel free to let us know and we'll gladly take a look!
Kindest regards for all, and thank you for bringing this to our attention,
Gabriela Schneider
Pro Operations Associate
My experience has been that when I press the request help button within a project to request specific assistance, and I have less than 20 minutes to submit an audition or 30 minutes to submit a Speedy, I have never heard back from anyone, ever, and I've done this a handful of times in the last year.