| I recently had a new client reach out to me, and to her surprise, I mentioned that the best way to access our support is through email, as we do not answer support phone calls. Understandably, she was taken aback by this revelation. After all, for a company that prides itself on offering prompt support, this decision might seem counterintuitive.
However, a few years ago, we made the difficult choice to discontinue phone support after a thorough evaluation of our entire support system. We realized that by simplifying and streamlining our support process, we could become more efficient and significantly reduce resolution times. We’ve all had experiences with tech support calls that result in little more than an agent taking notes, asking you to reboot, and offering not much else. The truth is, engineers do not answer these calls as they are actively working on requests; instead, dispatchers handle them. Dispatcher’s responsibility extends to documenting the issue to pass it onto the support channel and moving on to the next call swiftly. Not only can this be frustrating for you, but it also adds an unnecessary layer between our engineers and you.
We recognized that by having support requests come directly to support dashboard, we could expedite the process and take immediate action. This approach ensures that your requests are logged with all relevant device and contact information automatically, your description of the issue in your own words is preserved, and our entire team is made aware of your case at once. There’s no risk of details getting lost in translation by dispatchers, poor dispatcher assignments that could cause delays, or human errors that might cause confusion.
It was a challenging decision to inform our clients that we would no longer be answering their phone calls. I’ve always taken pride in our ability to address issues on the spot, alleviate frustrations, and convey our genuine care for those seeking help. However, we came to understand that our primary focus should be on speed, efficiency, and effectiveness when our help is required, and that’s precisely what we have chosen to prioritize.
Whether in your personal life or in business, the freedom to shape and mold your path is an exciting opportunity. Every decision, no matter how small, influences the trajectory and destination you aim for. Sometimes, to avoid going in circles, you must navigate through turbulent waters to reach a place of clarity and success. As we step into 2024, I encourage you to ask yourself if you are prepared and willing to make tough choices. Whether the context is personal or business-related, I’d love to listen, support, and assist you on your journey.
Happy travels,
– Burak Sarac, Team Lead
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