Switching to a New Support System: How Will It Affect You?
You might have heard that we’ve been working on transitioning to a new support software. But what effect will it have on the support you receive? You may notice that support times have been a little longer than normal, which is because we’ve been busy squeezing in training sessions and meetings to make sure we understand the new support system inside and out and transition as smoothly as possible.
During the week of Dec. 12, we will switch to the new system. Here’s what you can expect.
1. We’re Using a New Tool Altogether
We’ll use the Salesforce Service Cloud as our new support tool. As a company we’re already familiar with Salesforce because of our strong integration between our form tool and their CRM software.
2. You’ll Be Able to Understand Chat Availability Better
When we switch to the Salesforce Service Cloud, a chat bubble will indicate when a team member is available to chat. This will allow you to set realistic expectations for when you can receive support and allow us to meet those expectations.
3. The System Will Allow Us to Grow as Our Customer Base Grows
We outgrew our old system, which is understandable since we’re helping more and more customers every day. This new system will expand our ability to understand the issues you’re experiencing and provide better support in the long run, even though there may be growing pains during the switch.
4. You Won’t Be Able to See Your Chat History
We won’t be able to maintain your chat history as we move to this new support tool, but we hope in the future to be able to bring that information back. We urge you to save any conversations you want to keep in your own files. Alternately you may be able to find past conversations in any emails with us you may have saved.
What’s Staying the Same?
1. You’ll Still Be Able to Chat With Us
Chat support is often a preferred form of communication, and we know that our customers appreciate being able to work through all sorts of issues through this medium. Just as we do with our current software, we’ll continue to provide chat support with the software change, but we’ll also be making more use of email to allow our team more time to research and understand your questions.
2. We’ll Still Be Available 12 Hours a Day, Monday-Friday
We recently expanded our support hours to 8 a.m. to 8 p.m. Monday through Friday. These extended hours will remain in place after the switch.
3. We’re Still Dedicated to Meeting and Exceeding Your Expectations
Perhaps most importantly, the same small-but-mighty support team will continue to support you and help with any issues you may have. Feel free to ask us any questions you may have about about the support change, and we’ll do our best to make the transition as easy as possible for all our customers.
Thank you for your patience during this change!