When it comes to offering highly personalized, on-demand customer service, phone and the chat are the most obvious options. Both allow for a close customer-agent connection and both let customers explain their problem or simply ask a question and receive an immediate response.
However, some problems cannot be addressed immediately by phone or chat, as they involve internal escalations to other teams or require further and more extended investigation. In these cases, ticket support is your way to go.
If a ticket has been opened with our support team, please ensure that the 24 hour response time has expired before using the phone or chat support channels, as there is a high probability that an agent is working on your ticket already, and you will receive a response soon.
Even though phone support is the fastest way to get answers, it is not always the best channel to do so, as there are issues that can only be addressed by ticket or chat, those requiring a written request or authentication.
Examples are:
- Request to unblocked an account after it was compromised (Hacked account)
- Request for contact deletion or unblocking
- Sensitive information requests (company or invoice information etc.)
- Deliverability investigation requests
- Invoice requests (forwarding) or invoice delivery email update
- Refunds
- CC removal
Find below the advantages and disadvantages of the different types of customer support:
Pros and cons of live chat support
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Pros and cons of phone support
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Pros and cons of ticket support
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