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Why We Ask You to Complete a Support Request

emails get lost or end up in spam

Emails get “lost.” Some end up in junk folders. Or get caught in spam filters.

Our comprehensive system-wide support system offers you three major benefits:

1. Better Efficiency

Your personal email volume is probably within manageable limits. But imagine if you were corresponding weekly with sometimes hundreds of clients! Emails get “lost.” Some end up in junk folders. Or get caught in spam filters. Email just isn’t reliable enough.

2. Faster Resolution

When our Account Managers field requests from their individual email accounts, we can’t track the frequency of feature requests, platform bugs or other issues across our thousands of websites. Using our support request form enables us to spot trends early, distribute the workload and correct issues more quickly.

3. Greater Accountability

You may have heard the old saying, “If you don’t measure it, you can’t improve it.” Same thing here. When support cases reside on individual Account Manager computers and voice mail accounts, it’s impossible to know how many requests we’re getting. This hamstrings workforce planning and prevents us from constantly improving the response time to respond to your requests.

These are the same reasons why virtually every technology company uses a centralized support procedure like ours. Thankfully, it’s the same request you would have made by email, but with better tracking and faster resolution. Questions or concerns? We want to know. Use this form to share your feedback.

Thank you for the opportunity to serve!

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