After-hours phone support (not just business hours)
Longer phone support hours. We're a volunteer organization and our people have day jobs. They do their volunteer work on weekends and evenings. Exactly when you're unavailable by phone.
Randall (Randy) Rensch
shared this idea
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Robin Sapiro commented
So this idea has been archived as of May 3, 2019.
These days even when you open an email support ticket, you get this response:
Due to reduced resources as a result of the COVID-19 pandemic, you may experience wait times of up to 3-5 business days.You may now reach our Technical Support Team through live chat. This service is available to all our paid clients by logging into the Admin Dashboard of your account. Live chat will be available M-F 10AM-5PM EST.
And even with that 'Live chat' the wait for a response can be interminable (and of course it is only available during limited hours (7) M-F ESTThe ironic thing about this (and in my work life - I work for a IT company doing support where we have not cut back on our support capacity in anyway due to Covid even though ALL employees are working from home) is that the few support people that I have spoken WA to during Covid are working from home anyway - so why would that impact their support ability (or are they just cutting back on support people to save $$).
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PatVCDL
commented
I see that this suggestion is from 2016, and you've indicated that you agree with the need to extend support hours. Yet you are still only offering support for 6 hours per day on weekdays, none offered on mornings, evenings or holidays. This is unacceptable. You are billing a premium amount and offering little value for the money. Plus, it frequently takes hours or even days to get a response to a service request. Some support requests are urgent and require almost immediate action.
I STRONGLY suggest that you offer extended support. At the lower levels you could potentially charge a small additional fee for 24/7/365 support, but with the highest level it should be included.
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Hi Randall,
Thank you for your comment.
We agree that we need to extend our hours of phone support and you are not the first person to request this. We fully understand that many of our clients participate on a volunteer basis with limited time and this time generally falls outside of our current phone support.
Part of our strategy is to create an effortless experience for all customers to get the education they need for all hours around the globe which includes extended phone support.
Our goal is to have this implemented much sooner than later
Great suggestion and thank you
