Comments on: We are getting “rid” of old support technology! http://joeltherien.com/blog/?p=20 Wed, 10 Nov 2010 16:57:41 +0000 hourly 1 http://wordpress.org/?v=3.0.1 By: Lance http://joeltherien.com/blog/?p=20&cpage=1#comment-272 Lance Tue, 05 Jun 2007 00:16:04 +0000 http://joeltherien.com/blog/?p=20#comment-272 I am a POTENTIAL customer and I am frustrated! I saw on the front page of your sales page "24/7/365 support" along with a phone number. I got a recording telling me to use a webform, which I did. Several days later, no reply. So I called again, got the recording but this time used the press 0 for an operator. When I pressed 0 I was told I was being disconnected. So I called AGAIN so I could get the website address to use for help, which was different from wwkiosk. It's been several more days and STILL NO REPLY!! If it was any other company, I would simply not say anything, I would just take my business elsewhere. This is totally different from the reputation you have and is the only reason I am writing this and hoping I finally get a reply. I know you are moving to Texas, but I don't believe your support dept. is yet. If I was already a customer, perhaps I could use your other technology to contact customer support, but since I am not yet a customer, it is useless to me. I look forward to hearing from you soon and hopefully becoming a customer! Lance I am a POTENTIAL customer and I am frustrated! I saw on the front page of your sales page “24/7/365 support” along with a phone number. I got a recording telling me to use a webform, which I did. Several days later, no reply. So I called again, got the recording but this time used the press 0 for an operator. When I pressed 0 I was told I was being disconnected. So I called AGAIN so I could get the website address to use for help, which was different from wwkiosk. It’s been several more days and STILL NO REPLY!! If it was any other company, I would simply not say anything, I would just take my business elsewhere. This is totally different from the reputation you have and is the only reason I am writing this and hoping I finally get a reply. I know you are moving to Texas, but I don’t believe your support dept. is yet. If I was already a customer, perhaps I could use your other technology to contact customer support, but since I am not yet a customer, it is useless to me. I look forward to hearing from you soon and hopefully becoming a customer!

Lance

]]> By: Bob http://joeltherien.com/blog/?p=20&cpage=1#comment-240 Bob Fri, 25 May 2007 19:16:20 +0000 http://joeltherien.com/blog/?p=20#comment-240 This is a very good move. I tested your new system and you covered all bases. I can leave my phone number at any time if a phone call is really required. 1. I can get live support at any time for free in the support room 2. Anyone can contact support with the help desk and even your new live help website 3. Potential clients can contact the company very easily with your pre sales website 4. Anyone who has or wants an account with kiosk or hotconference needs an Internet connection. So the phone is totaly useless since you have better online options. As with any change, there will always be people who don't like it just because it is a change. Not all changes are bad, some people are just plain scared of any change. Good or bad. ;) You guys rock! This is a very good move. I tested your new system and you covered all bases. I can leave my phone number at any time if a phone call is really required.

1. I can get live support at any time for free in the support room

2. Anyone can contact support with the help desk and even your new live help website

3. Potential clients can contact the company very easily with your pre sales website

4. Anyone who has or wants an account with kiosk or hotconference needs an Internet connection. So the phone is totaly useless since you have better online options.

As with any change, there will always be people who don’t like it just because it is a change. Not all changes are bad, some people are just plain scared of any change. Good or bad. ;)

You guys rock!

]]> By: Lisa http://joeltherien.com/blog/?p=20&cpage=1#comment-239 Lisa Fri, 25 May 2007 14:43:51 +0000 http://joeltherien.com/blog/?p=20#comment-239 Just a sidenote !! I was able to go to the presalescall site the 2nd time I tried and did send a message there but for people out on the road like I am a lot - what do we do if we need to call via cell? Thanks ! Lisa Just a sidenote !! I was able to go to the presalescall site the 2nd time I tried and did send a message there but for people out on the road like I am a lot – what do we do if we need to call via cell?

Thanks !
Lisa

]]> By: Lisa http://joeltherien.com/blog/?p=20&cpage=1#comment-238 Lisa Fri, 25 May 2007 14:34:49 +0000 http://joeltherien.com/blog/?p=20#comment-238 Hey ! I love Kiosk and HC ! I can't say that enough lol ok? But I myself had an issue I needed to call in about this morning - a presales issue - and I tried to follow all the directions and ended up in an endless loop - so finally I just hit 0 again as the system said I should do and It said " YOUR NOW BEING DISCONNECTED??" YIKES!!! So I called back and tried to go to the presalescalls.com website and I couldn't get there either !!! I know with the growth and the move things are tough right now and honestly I will help out any way I can .... even volunteering in the support room if you need me too - but please give us a way to reach someone in an emergency without having to use a ticket! I was out of the office and tried to call via cell and had to go back to the office to submit a ticket! Thanks! Hey ! I love Kiosk and HC ! I can’t say that enough lol ok? But I myself had an issue I needed to call in about this morning – a presales issue – and I tried to follow all the directions and ended up in an endless loop – so finally I just hit 0 again as the system said I should do and It said ” YOUR NOW BEING DISCONNECTED??” YIKES!!! So I called back and tried to go to the presalescalls.com website and I couldn’t get there either !!! I know with the growth and the move things are tough right now and honestly I will help out any way I can …. even volunteering in the support room if you need me too – but please give us a way to reach someone in an emergency without having to use a ticket! I was out of the office and tried to call via cell and had to go back to the office to submit a ticket!

Thanks!

]]> By: Patrick Schuppe http://joeltherien.com/blog/?p=20&cpage=1#comment-236 Patrick Schuppe Fri, 25 May 2007 14:10:23 +0000 http://joeltherien.com/blog/?p=20#comment-236 Hello, I can understand your decision but I am not very happy about the move (turning phone support of). Did you realice that some people call sometimes from an cellphone when on a trip? Did you realice if the people can not login because of problems with accound they will no longer be able to get help? For me and I think many others, too, it is very conwenint to pickup the phone when there is a problem and talk to somebody? In my opinion this is not the right way. I suggest to keep 1 or 2 people for answering calls by phone. Also please note that your hotconverence is not accessible foor blind people and that this people then only will be able to use the support system. If accound is down it would be impossible to get support, too. I do not want to sound negativ. Thats just how I see it. Just keep 1 person for phone support and everything will be fine. I hope that helps you. Best regards, Patrick Schuppe, Germany Hello,
I can understand your decision but I am not very happy about the move (turning phone support of). Did you realice that some people call sometimes from an cellphone when on a trip? Did you realice if the people can not login because of problems with accound they will no longer be able to get help?
For me and I think many others, too, it is very conwenint to pickup the phone when there is a problem and talk to somebody?

In my opinion this is not the right way. I suggest to keep 1 or 2 people for answering calls by phone.
Also please note that your hotconverence is not accessible foor blind people and that this people then only will be able to use the support system. If accound is down it would be impossible to get support, too.
I do not want to sound negativ. Thats just how I see it. Just keep 1 person for phone support and everything will be fine. I hope that helps you.

Best regards, Patrick Schuppe, Germany

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