News: Moving to chat and email support
Why we’re moving to chat and email support.
We’re making a change to the way we provide support and I want to let you know about it.
From Wednesday 8th May 2019 we’ll be moving to an enhanced live chat and email support experience, and we will be retiring our incoming phone support channel.
We’ve thought long and hard about this, and looked at how we can provide the best support experience for our customers and concluded this is the best way to go. Here’s why:
Our customer support agents are talented, but even so they can only take one call at a time.
With live Chat and email our team are able to attend to multiple emails and chats simultaneously and we’ve found this results in faster responses for more people.
Capacity to prioritise
Incoming phone calls are answered by the next available support agent, and there is no capacity to prioritise. This means that when there are spikes in demand someone with an urgent issue may be left waiting, whilst less time-sensitive phone calls are responded to.
Get Support from our Australia and Europe based teams
Power Diary has grown over the years and we now have support provided from Australia and the UK. This not only increases the availability of support overall, but also by using live chat and email channels we have an enhanced capacity to follow up issues across teams. For example, an issue might be reported at 4:30pm AEST, our development team might release an update at 10pm, and now our UK based support team are more easily able to see which customers to contact to notify them of the resolution.
Information you can refer to
The transcripts of live chats are automatically emailed to you once the chat is closed. This provides a handy reference you can use later if you need to step through any instructions provided.
How to Access Support
Access to support resources (Knowledge Base articles, Chat or email) can now be conveniently accessed by clicking on the ‘Help’ menu in your Power Diary account, or if you’re on our website just click the green ‘Hi, Can we help?’ button at the bottom of the page. You can also email us directly on firstname.lastname@example.org
Please note that phone support is still available. There are some questions that are best address on a call so we won’t hesitate to jump on the phone and give you a call when needed.