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My options are: * Email. High latency, low bandwidth due to long turnaround time, sometimes my emails get lost. * Phone. Useless - no records, I always forget
by saulrh 8y ago
My options are:
* Email. High latency, low bandwidth due to long turnaround time, sometimes my emails get lost.
* Phone. Useless - no records, I always forget something or miss some detail because I'm trying to talk and think at the same time.
* Issue tracker. This is often what I prefer for technical topics, but sometimes I need faster turnaround or I'm working on something nontechnical.
* Discord or matrix or IRC. Great if I just have a dumb configuration question, but not at all suitable for real problems, and not an option for real customer service tasks.
* That little chat widget. Not as good as a bug tracker, but all the precision and recordability of email with the speed of a phone.
The chat widgets are fantastic and I go for them almost every single time.
- hahajk 8y agoYou don’t need a chat widget to chat, just a chat option. I also usually go strait to chat. I’ve used It for Amazon and Nike both but neither have the chat “widget” on their front page.
- Marsymars 8y agoIt's unfortunate companies won't just assign the same resources to man email as they assign to man the chat widget. There's no good technical reason I can think of for email support responses to be slower than those via chat.
- jon-wood 8y agoWe route everything but phone calls directly into Intercom, so they get the same turnaround on responses regardless of whether the person on the other end prefers live chat or email. Anecdotally though > 80% of all our support/sales enquiries come via live chat.