Why Email Support: An Introduction - Powered By Kayako SupportSuite

Sep 06 2010

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	Why Email Support: An Introduction

Solution "I need help with a product/class etc. Can't I just call you on the phone?"

Short answer: sorry, no. Live phone operators are expensive to employ and waste time by duplicating steps such as email notification and documentation of the issue.

Companies who employ live-help telephone operators must pass the high costs of that employee's salary on to their customers. We don't believe that is the best use of available resources, or a really fair way to treat our clients and customers.

You may not realize it, but each product you purchase that lists an "800 number" on the package (or website) has an invisible surcharge added for that live phone help which you may, or MAY NEVER use.

We don't pad our costs like this. We pass our savings on to you by taking advantage of all that modern technology has to offer in keeping costs down, and our team as efficient as possible. This means you pay less for our products on average, and will enjoy a superior level of help through this state-of-the-art Support Suite.

"Why is this all email and web based?"

Because in the end, YOU benefit from such a system. With this help desk, each help ticket and reply is documented in sequence, as they have happened and you are sent an automatic reply right to your inbox. You don't even need to log in here to check for replies unless you'd prefer to.

With phone systems, you may or may not have your issue documented correctly, if at all. With this help desk, not only are you able to see the entire history of a query, but also to benefit from the questions posed by others, as we will be putting these into future Knowledgebase and Troubleshooter articles, just like this one. You get history of your personal issues, plus answers to questions others have posed which may help you this time or in the future. This format provides you much better oversight of your issues and much better success in actually solving those issues.

"But you list a phone number on your website..."

We do list a voicemail number on our sites, yes. This phone tree system offers some information about our various products and services, and message taking service. Please note though that we do still need you to provide your email address on this system and will be communicating with you that way. Messages left at this number are transcribed into tickets on this helpdesk, so you will still have tracking for your issue. You can cut out the short delay this causes by simply opening a ticket here, first.

"I'd like to speak to Maryam or email her directly"

It is important to all of us at MWG that your issues get answers. Maryam has a generally full calendar, travels widely and provides personal support only to her private coaching clients. To make sure those in her community are helped when they need it, Maryam set up this Support Suite and staffed it with a dedicated team of trained assistants for your convenience, and best shot at resolving the problem.

If you have a comment or thought you'd like to send Maryam, you can do that by creating a ticket and choosing the "General Messages" category. We'll be sure to relay your ideas to her.

"I'm an entrepreneur or media personality and I'd still like to talk to someone at the top"

That's great, we love making these kind of connections! For specific Business Proposals, Media Inquiries and the like, please use those categories to make sure your query is routed to the correct person as soon as possible.

Got Questions? Ask 'em. That's what we're here for. :-)

Thank you for this opportunity to serve you!

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Jul 28 2008 02:35 AM