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A sensible (I hope) suggestion after some recent customer feedback (bereavement)

  • 30 September 2020
  • 6 replies
  • 109 views
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woz
Userlevel 7
Badge +11
  • woz
  • Rocket Scientist
  • 10695 replies

I think you  need a dedicated faq for bereavement, there could be a way of picking this up as those who have to deal with such unfortunate events could be asked to send an email to help@purepla.net with the word bereavement in the subject line. Your staff would then deal with this on a human level as your systems will be made to flag any such emails.

This will help reduce the stress for those unfortunate souls whose family member (or otherwise) has passed. It’s a stressful enough time as it is.

The faq could include details of what the emailer can expect to be asked or what action they will be expected to take.

 

6 replies

LUCKY JO
Badge +2

That is an excellent idea Woz and should be simple to do. 👏👏  

Its hard enough when you lose someone. 

🙂

Love LUCKY JO
Marc
Rank

Hey @woz 

Thanks for suggesting this.

Wanted to check something here. We do have an FAQ about this already.

It has ‘bereavement’ in the title, as well as ‘passes away’ has that is also searched for. 

 

 

woz
Userlevel 7
Badge +11

thanks marc, yes I did find it some time later but the key word in the email subject line suggestion might be a good idea..

Gwyndy

Would it not be ‘nicer’ to actually have a dedicated form, rather than expect someone to say they are ‘moving in’?

Perhaps titled, ‘change of account holder’?

 

 

I'm not a Pure Planet Staff Member, just a customer, like 99.99% of the other people in this community. Any advice provided is based upon answers previously supplied - either by myself, other customers, or Pure Planet Staff (aka @Marc and @Nataly).
Marc
Rank

Yep, that’s the plan. We know that a move in form for bereavement isn’t great. :thumbsup:

Nataly
Rank

Hi everyone, 

Just wanted to let you know we’ve been working on improvements to bereavement - coming soon, we’re going to include a link in the footer of the PP website. 

This’ll open a form through which people can inform us of their contact info, the information of the deceased Member, as well as few other details.

For now, the form is quite basic, but we think it’s an important improvement to make so that the process is more accessible and easier to fill out :thumbsup:

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