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> > “We all use Uber. We all use Amazon, right? How many of you have ever spoken to a human at Uber?” > Uber support via the app is absolutely horrendous. I do

> > “We all use Uber. We all use Amazon, right? How many of you have ever spoken to a human at Uber?” > Uber support via the app is absolutely horrendous. I do hope that's not being used as a model. The problem is not with the business model. My company resells AppRiver products like spam filtering, secure email, and email continuity. I suppose they have phones you can call, but I wouldnt know. Their chat-based tech support is simply hands-down the best tech support I've ever seen, phone or no-phone. The quality of tech support is not causally related to the medium, although I would guess it's correlated due to cheap/worse companies with worse tech support picking cheap/worse chat-based tech support

stan_rogers 8y ago
I'm going to suggest - and bear with me on this, I know it's a wild suggestion - that your company deals mainly with customer types who are used to doing a fair amount of typing, sitting at proper keyboards and such. That's probably not the average user profile for people who fly and take cabs, particularly at the point where problems arise.
paranoidrobot 8y ago
> My company resells AppRiver products like spam filtering, secure email, and email continuity. I suppose they have phones you can call, but I wouldnt know. Their chat-based tech support is simply hands-down the best tech support I've ever seen, phone or no-phone. I have to ask who the heck you're dealing with over at AppRiver because as someone who's been using AppRiver through $Reseller for years now, it's been damn near impossible to get anything done. It took them nearly two months to finally acknowledge that we weren't incompetent idiots who didn't know how to use their portal, and that mail really was randomly going missing for weeks at a time and then showing up out of the blue. Even when they did acknowledge it was a screwup on their end (some kind of crashed service on a couple of servers), their responses indicated they had no intention of adding any monitoring or ability for us to see that all the mailservers that handled our mail were actually online and working. This is entirely aside from how atrocious their product is to use. We're finally migrating to a competitor and while the experience hasn't been perfect, we already have a lot more confidence that things are working.

stan_rogers 8y ago

I'm going to suggest - and bear with me on this, I know it's a wild suggestion - that your company deals mainly with customer types who are used to doing a fair amount of typing, sitting at proper keyboards and such. That's probably not the average user profile for people who fly and take cabs, particularly at the point where problems arise.

paranoidrobot 8y ago

> My company resells AppRiver products like spam filtering, secure email, and email continuity. I suppose they have phones you can call, but I wouldnt know. Their chat-based tech support is simply hands-down the best tech support I've ever seen, phone or no-phone. I have to ask who the heck you're dealing with over at AppRiver because as someone who's been using AppRiver through $Reseller for years now, it's been damn near impossible to get anything done. It took them nearly two months to finally acknowledge that we weren't incompetent idiots who didn't know how to use their portal, and that mail really was randomly going missing for weeks at a time and then showing up out of the blue. Even when they did acknowledge it was a screwup on their end (some kind of crashed service on a couple of servers), their responses indicated they had no intention of adding any monitoring or ability for us to see that all the mailservers that handled our mail were actually online and working. This is entirely aside from how atrocious their product is to use. We're finally migrating to a competitor and while the experience hasn't been perfect, we already have a lot more confidence that things are working.