Ramping Up Support
We wanted to take a moment to let you all in on some upcoming changes that we’ve been very excited about around the office.
First let’s talk about our support team and our hours of operations. As you know, those hours currently span from 8:30am to 5:30pm eastern. All well and fine if you work on the East coast, especially since most of you close at between 4pm and 5pm. However, not so much if you are on the West coast. We hear you loud and clear and we’ve made some changes to our support hours.
Normal Hours Extended from 8:30am to 7:00pm Eastern.
That gives us an extra hour and a half to make sure we help out as many of our clients as possible.
In addition, we will be available for weeknight and weekend appointments as long as you give us 24 hour advanced notice. That’s right, we are the only ones in the industry who will be here for you 24/7, whenever you need us!
Also in terms of support, we’ve increased our staff by 12%. So, you’ll be hearing from some new voices soon. They are super nice and very talented; we can’t wait for you to meet them!
In other support related news, we wanted to treat you right, so we went and bought some new support software. With it comes a brand new chat client. It’s on our support page, in the lower-left corner. Some clients are reporting that they do not see it, that’s okay. Here’s how you can find it…
As soon as you see our support home page, press the F5 key on your keyboard. The page will refresh. Now, in the lower-left corner you should see the “Chat with us” by Zopim chat. You’ll also see that big neon arrow, so you shouldn’t miss it.
We did this because we have, literally, the greatest clients. And, we wanted to make sure we could return the awesomeness back to you. The best part? This is just the beginning. But that’s for another conversation.
Written by Scott Haugsjaa
Featured in August 2015 Newsletter