Amaka review for 17TRACK Order Tracking
Aug. 6, 2024
The app itself is useful in theory, but the function and service are highly problematic. The app requires several small conditions to function correctly, which are not immediately obvious. This often leads to customers contacting you about issues with tracking information, which can be frustrating and time-consuming. Customer service is another major issue. Every time I reached out for help, I was shuffled between different agents, each time having to explain the issue from scratch. Despite their apparent willingness to assist, they struggled to understand the problem, no matter how clearly I communicated it. My most recent experience was particularly frustrating: I was passed between six different agents over 45 minutes and spent two hours in chat without receiving answers to basic questions. I only began to make progress after speaking with the sixth agent. Additionally, I was not notified when my free trial ended or given the option to switch to the basic plan. As a result, my website’s tracking functionality was down for several days without my knowledge.
Dear Customer. This is the customer service team from 17TRACK, I don't know if you still have any impression we contact you via email before. Regarding the problems and suggestions you encountered in using the product, we have already feed back to our product manager and technology, and we will quickly make optimization and iteration. Here, in order to solve your confusion, we explain the role of setting common carriers: the purpose is to make the tracking number more accurately matched to the corresponding carriers, and to be able to trace the track events, and we will consider making these functions smoother. We are always committed to improving the customer experience, any feedback and suggestions are very important to us, we hope every customer can solve their business problems through our app, which is also our goal all the time. About customer service, we are very sorry for the trouble caused to you due to the shift change of customer service, we will also improve the quality of our customer service, so that the customer service can understand the customer's demands and problems faster. We also try to contact you by email and hope to get your reply. Best Regards 17TRACK
