To have… or not to have (phone support)
Posted on February 17, 2010
We’ve gotten some feedback lately that we should have phone support. We thought this might be a good topic for a blog post 
The main reason we have decided against phone support is because we find we answer issues quicker over the ticketing system. With phone support you are limited to talking to a couple people who may or may not understand your issue. With the ticketing system we have our programmers (including me) joining in to answer questions that are more complex or require extensive testing. We feel this is important because with a web based company almost all questions/problems require testing on our end to re-create the issue and then figure out why it is happening. Instead of wasting your time putting you on hold over and over again we want you to feel comfortable submitting your problem/question to us and resting assured we are working on it and will let you know when it is resolved. The tickets we receive can range from a quick 5 minute answer to a complex full day of testing to re-create and troubleshoot.
The second reason we don’t offer phone support is because of the cost. Right now we have our costs streamlined by keeping overhead down which allows us to pass on the savings to you. This is how we can keep our prices so low. If we offered phone support it would require us to increase prices to cover additional team members trained in phone support. Trust me- I am as awkward as it comes on the phone, you don’t want to talk to me 
That being said our goal from the beginning was to offer a product and service unmatched that truly shows our clients how much we appreciate their business. We never want our clients to feel we are unreachable. We do call clients if there are any billing questions since that is usually very sensitive information. We are willing to add phone support if it is something that our clients would like, and change our pricing appropriately.
So, now for the fun part We have created a poll to see if this is something our clients would like added to their service. Please feel free to leave your feedback and vote!
thanks!
Jen =)
I feel like you guys are so on top of things by email, there isn’t a need for phone contact. Every time I’ve emailed with a question or problem, I’ve gotten a super fast response and help.
I agree. You guys have THE best customer support. Even when you mark something “LOW” in priority, you respond so quickly.
I always figured if you have phone support then I’d have to flip the bill. Glad you guys don’t have it cause I love prices where they are now.
I agree with no phone support, I’ve always had fast communication via email even when my bandwidth went down every week for a month
I figure if it was ever an issue we couldn’t figure out, you’d give me a call to try and explain it again and work through it that way. I also am super awkward on the phone so I wouldn’t use it anyway!
I have never had less than great responses via email – so I wouldn’t use the phone option even if it was available!
Normally I get agitated when a company doesn’t have support. But you guys have always been so on top of things that it doesn’t bother me at all. And your prices are one of the main reasons Ive been with you for so long. If it ain’t broke, don’t fix it! lol
I have had several questions when I first put up my web site, and all were answered quickly and easly via email. I personally don’t feel there is a need for one at this time.
Dick Wood
Personally, I think my trouble shooting (which isn’t often) with you all is best communicated via email. Just like you all, I don’t have time to wait on the phone. So ‘no’ to the phone.
I also want to give a shout out to Tammie who does such an amazing job communicating with me. Love to you all!! -Tanya
I will start with this; I don’t know “jack” about HTML, Flash or setting up websites but when I bite the bullet and placed an order for my website through your company (because of the low cost and excellent Cus Serv reviews), the setup was so smooth that only one question surfaced regarding my email accounts. The response was quick. Since then I think I only had to contact Cust Serv maybe three times. The longest I waited was five hours and that was on a weekend! I wasn’t excepting an answer until Monday. Your business model is solid just as it is.
…if it ain’t broke don’t fix it!
I don’t really need phone support and I would hate for fees to go up… But, a “live chat” type option would be nice. That would give you all the benefits of email, but allow for quick answers for quick questions.
I have to agree with everyone. I usually hate companies that dont have the option to speak to someone over the phone. However, you guys always get back to me pronto and resolve my problem quickly, efficiently, and kindly. I could not be happier wit your service. Live chat wouldn’t be a bad idea like Julie said.
Happy Birthday Stephanie!
I love the ticket system! You are fast and through….I hav never had an issue!