Some problems are faster to say than to type, and some people would simply rather talk. Ask for a call back and we call you.
Urgency and complexity both favour a call. A counter that cannot bill is not a chat conversation, and a tangled situation — several things wrong at once, or a setup that needs explaining as it goes — is faster spoken than written.
There is also a plainer reason: not everyone types comfortably, particularly in a second language. A business should not have to write well to get help with software it is paying for.
From the chat, or by message on WhatsApp.
What is happening, on which screen.
During support hours, and work through it on the line.
A ticket, where it needs tracking.
How you get help: written answers in the help centre, tickets you can follow, and email, chat and phone during support hours, with onboarding and training when a business is getting started.
Onboarding and training matter in the first month; the help centre and tickets are what you use after that.
The channels around it.
We do not take incoming calls, so nobody is left on hold. Ask for a call back from the chat or on WhatsApp, and we call you during support hours, which are published on the contact page.
Urgent problems and tangled ones — anything faster said than typed.
Anything needing tracking is better followed up as a ticket afterwards.
Nobody should have to write well to get help with software they pay for.
