Failure of the Phone
Following on from my previous blog about how you can help us to help you, I thought it might be worth explaining a little more about our position on telephone support. It's often raised in support requests and feedback forms so seems fitting for a blog post.
Providing an inbound phone support number promises a quicker way to get a response but we don't believe it's necessarily the quickest way to resolve your problem. Waiting on hold isn't fun. It costs time and money and there's an uncertainty about how long it will take to get connected. Even when you get through to someone there's no guarantee they're the right person to help you.
We're not suggesting email doesn't have its own frustrations, but it does mean your request gets automatically relayed through to the right person. It also provides you with the opportunity to include screenshots or attachments, and also means you can be getting on with something else whilst waiting for us to respond.
There are also a number of benefits to us (that may also benefit you) of operating email support. For example, providing inbound phone support would create additional costs for us which would increase the price of our services. Also, the increased efficiency we have in being able to manage email enquiries rather than phone enquiries actually translates into us responding and resolving queries much faster. We're able to get through more queries quicker.
It really boils down to our prior experience and resulting confidence that we can offer better customer service via email than an inbound phone number. We appreciate this won't suit everyone and we understand there are times when phoning is quicker and more efficient.
That's why we'll gladly phone customers in instances where we believe it's the most efficient option. We'll also happily contact customers that request a phone call, but to avoid the inefficiencies mentioned above, we do ask for details of what the query relates to before we'll pick up the phone.