Quote:
Originally Posted by alextokyo
I fucking hate phones, and people are idiots. It doesn't make much sense to do phone support since it's totally inefficient and you have to wait for stuff to happen (like a reboot) because people expect everything to be solved within one single phone call and get pissy when it doesn't happen. Not to mention thick accents, bad connections, people who can't speak the language for shit, ask stupid questions, having to explain shit to people who don't understand, call several times per month about their $10 virtual account, etc. Plus, dealing with idiots is easier by email or a messaging service.
If you're a big client (who knows what the fuck they are doing), then you might be correct to ask for phone support. Big client, not long-term client.  |
As someone who provides services to webmasters, I completely agree. We can four people via email in the time it takes to serve one on the phone. Phone = worse support dollar for dollar. Also, I have noticed that big clients, for whom there own time is very valuable, don't call. It's the $100 / year clients who spend their time calling us.
That said, some people prefer phone and if it's worthwhile that's fine. Come to think of it, right now our preferred customer plan offers phone and email support for $59 / year. I might change that to email for $59, phone for $259 / year.