I am Alicia from the Member Support team. I, along with the whole team, would like to send you a little message to let you know how we work, and to include you in all of our undertakings.
Our main goal is to be there for you during your exchanges and to be able to answer your questions at any time.
You might not know this but this summer was the best summer for home-exchanges. This year, there was a 50% increase in home-exchanges compared to last year! So, for us, that also means that we had to adapt and re-organize ourselves to better meet your needs.
Some facts about our team:
- For the past year, our team consisted of 15 people located mainly in three cities (Paris, Zagreb, Boston)
- We receive an average of 30,000 requests a month
- 85% of these requests are resolved with just one response (we try to be clear and to solve the problem with our first reply)
In 6 months, we have been able to reduce our response time to half. This is great news, and we want to go even further! We want to be able to answer all of your emails within 24 hours. This is one of the reasons why, as you’ve probably noticed, we’ve cut our phone lines. This allows us to give priority to urgent cases and to offer the same service to all of our customers.
Thanks to the SOS email address (email@example.com), our Emergency Team takes care of your urgent requests and answers you within 2 hours, every day, even during the weekends.
At the firstname.lastname@example.org email address, we are devoted to helping you find your exchanges, explaining how the platform works, taking note of your feedback and sharing them with the team, and helping you use the website.
Nothing is perfect, but please rest assured that we are working to make our service even better for you.
Keep writing to us, it’s our pleasure to answer you!
Hear from you soon!