Posted in Blog  
  on Aug 01, 2013

Why We Don't Provide Phone Support.

This is a question that we get asked fairly often so we thought we would answer it. The short answer is that phone support is tremendously inefficient. One customer service specialist can handle 10+ live chats and emails simultaneously, but that same person can only handle one phone call at a time. The obvious implication being that we would have to hire 10x as many people to handle a similar number of phone calls as we currently handle by other means.
The short answer however is really only scratching the surface. In reality the decision has less to do with our desire to not hire more people and more to do with what we are trying to offer our clients. Our stated goal is to provide simple web-based applications that make the job of property management simpler and cheaper. A 10x hiring spree by necessity would be reflected in the prices that we charge for our products and the complexity of those products. In addition, because we can send links, attachments and other helpful information to our customers via email and chat, the service that they get is in fact better than it would be over the phone.
In the end, we understand that some people have a natural desire to pick up the phone to get things done, but we feel strongly as a company that cost effective and simple solutions are superior to more expensive and convoluted ones. So for us the choice is easy, live chat and email support keep things simple and allow us to provide the tools that our customers need to manage their businesses at prices that they can afford.

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