What is Changing?

As Customer Success Lead at EcoSend, I'm always looking for ways to improve the level of Support we offer our customers.

After conducting a review earlier in this quarter, we've come to the conclusion that we can offer a better Support experience to our clients via email, rather than the current live chat Support.

Why are we migrating to email Support?

With a dedicated email Support channel, it will be easier for you to track your Support requests; all tied together in separate email threads.

This will make it much simpler for you to find and review previous Support questions, rather than our current, continuous live chat history thread.

Email Support will also ensure your Support threads are kept together in one channel, rather than having messages split across multiple in-app and email conversations.

This will give you a more reliable paper-trail of your Support request and responses, if you need to refer back at a later date.

Through this change, we hope to bring a better, more efficient Support experience to our clients. Ensuring we resolve your questions faster, and help you get back to doing what you love - sending out climate-conscious email campaigns!

FAQ

Will my Support requests still be handled by humans?

Yes! Your Support requests will continue to be managed by the same familiar faces you know from our live chat.

Will it take longer to answer my Support queries?

No! Not only will we retain the same expectations for getting back to you promptly, resolving your issues, and updating you throughout the process - but we hope with the new, streamlined process it should be faster for us to resolve your questions.

Keeping Support requests in specific email threads means our Support team won't also be jumping across different in-app and email threads for the info we need to process your request. A more efficient process on our side should result in faster responses for you!

What should I do if my issue is very urgent?

As before, if you are experiencing an issue which is causing direct disruption to your usage of the platform, you can mention the urgency within your message, and our team will look into it as priority.

Remind me your Support Office Hours?

Our Support Office Hours will remain 09.00-18.00 UK time.

Should I use live chat or email Support for my own site?

There's no one-size fits all answer, as it will depend a lot on your audience, product-offering, and existing Tech Stack. But the article here presents a balanced review of the pros & cons of both options.

Thoughts, comments, suggestions?

As always, if you have any feedback on how we could improve our Support process, please don't hesitate to reach out to me at chris@ecosend.io

Thanks for reading! 🙌