Quote:
Originally Posted by DavidAllen
I must say i usually find MSN chats with support quite frustrating - they more often than not they end up with a request to raise a ticket anyway.
However it was useful for fairly simple things.
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No one likes to answer n number of customers through MSN. It makes life difficult as someone will message for some problem now and then he will return again in 30 minutes. Most of the times shift changes when customers return and they get frustrated as they are requested to explain the problem once again.
Many customers message me as well on MSN and I get frustrated when they take my hours to get their problem sorted. I know that their problem could have been sorted in 1 minute if they had opened a ticket for me but some customers expect everything to be sorted on MSN and they threaten to cancel their account if proper assistance is not offered.
Last time someone mentioned that they refer customers to eUKhost as they tell their friends that eUKhost has got 24x7 MSN support and that statement made me rethink about my decision to discontinue MSN but now our people are not able to handle MSN and 1 shift of 8 hours becomes huge frustration on MSN.
I would like to reassure you that this change is for improving quality of our support and you have my word on that.