Whenever I’d like to be able to quickly reach out to your team about an issue, like the recent one where Dashboards weren’t loading for a lot of your users (it seems to now be resolved), it feels as though I have to go through a good number of repetitive questions or suggestions for articles that are neither helpful or relevant. I have been using your system for 6 years and there is really only a 0.0001% chance that an article will be of help. And if I thought an article would help, I would start there and only ask for a call afterwards.
See my past experience:
And so this leaves me wanting to recommend that you provide your VIP Business tier users, or users whom have been with you for this long and have already so much experience with your platform (honestly much more than a lot of your representatives) with a more considerate Support request option than having to always go through this process of redundant questions, as well as with a more, actual ‘Expert team behind it to tend to our concerns’.
Before you say that these questions are there to help narrow down what we’re inquiring about, please know that I have had already a large number of phone calls where your team member was either from the wrong department or had no idea how to help me which left with them simply escalating me to offline (where I oftentimes encounter eve more frustrations due to miscommunications on your end), making all the more frustrating to have to go through this process every time. A process that could be instead be something as simple as clicking 1 call request button, after selecting which topic I want to call about.
If something could be done about all of this, that would be great.
Thank you,