Better Support

[NDesai]

Not sure what PM thought, but to me there are lots of problems and issues that can only be looked into by PM itself. And since they only have email/community support, i think it's not good enough. 

Community support is good when issues people have are known and there is already a fix for that. I know there are some very active users who try their best to help, BUT payment issues, refund, plan change, account problems, network outage, etc. are all can only be taken care by PM itself. And through email it can take days for it to get resolved. Many users come here and first thing they say is that E-Mail support did not help. 

So, may be have more actve staff so they can quickly reply to emails or simply add phone/chat support. Lots can be done by Twitter messages too. 

Adding ticket system is not any different than email support. 

[imm1304]

@ausername, PM already has a twitter account.

[ausername]

Not for tech support. Many other companies do this.

[imm1304]

I see what you mean, yes I agree.. put it up as a new idea if you wish!  

[Gregg]

Email is to slow I believe at a minimum online logging tool would be best with web chat option.

All clients should create a service request online eliminating multiple email conversations. Both client and any PM can review status and online history at any time. Once ticket has been entered have an option to enter into an online chat if needs be. Email should only be used as a support follow up tool for confirmation and or status change / activity to the ticket.

Support can either redirect to the community board or forward to the next tier. This would save on wait times for emails to flow back and forth. The client would be made aware that the issue is moving forward and support likely will be able to have a better closure rate as conversations are reordered and logged in one place.

[Igor_M]

Thanks for submitting your idea @NDesai!

We're happy to announce that our Community now has a team of Community moderators who are dedicated to providing support where our customers cannot. 

Let us know how you think they're doing!

[Luddite]

They are too good and too quick. It is almost boring during the day now! 

[makkahn28]

Ah, Excellent

[NDesai]

Thank you @Igor_M and other staff for implementing this idea. Also to those who pitched their comments about this..

Yes they are quick but a lot of time we have to say, wait till tomorrow and they will get back to you. 

Can we have may be 1 active staff member for longer period of time if its possible to provide account related support from home?