Do you offer telephone support?
1) It really helps you to have written (or video) instructions when learning new technical details for the first time. So many things depend on correct spelling, punctuation, and doing things in the right order. Also, because it is written down, you can use the communication for reference later on. We've found that technical details on the phone frequently get mis-heard and not remembered.
2) One person can't work 24/7. Email provides a record of all communication between you and our staff, so that all the facts can easily be passed to whomever may be working on your issue. In the absence of a representative who has been assisting you all along, somebody else can take over and be equally knowledgeable of your issues. This applies to educating your own staff members on issues, too. We've tried phone support and it usually leaves both customers and staff frustrated.
3) We aim to provide you with the answers to 99% of your questions through our self-help KnowledgeBase system, enabling you to instantly find the solution to your problem rather than waiting to contact us. Frequently, as soon as you start typing your question, a knowledgebase article that is relevant is presented.
4) It allows us to focus on fixing problems instead of answering the phone. The time we spend answering phone calls can be channeled to more productive work such as helping a customer debug a program, or contacting the datacenter and working with their staff on urgent issues.
Our policy is that we require you to first submit a ticket. If it is a critical issue and still has not been answered through the ticket system within 4 hours, then you can contact support by phone. Our support manager is available at 888-755-8436 x 3. If staff is available, we are happy to give additional help when needed over the phone, including setting up an appointment for a screen sharing session.
Tutorials, Consulting and other phone support is available for $85/hour. Please let us know if you need more personalized attention and we will set up an appointment.
Category: Knowledgebase
Created on: June 9th, 2008
