You Spoke and We Listened – Major Changes Coming to Customer Support

Posted by Timothy Bennett | Posted in Business News | Posted on 10-12-2010

Our goal is to design products and provide service that makes our customers so happy that you want to tell all their friends about us. Unfortunately with all new technology there are occasional bumps in the road, and when there are you want fast, clear answers from customer support.

In order to provide the most complete customer support this year we’ve tried to augument our core San Francisco based team with outsourced customer service centers available via live chat.Regrettably the live chat solution has been a big disappointment. We’ve heard your stories of long waits in cue. Worse yet we’ve heard you speak of the confusing or at times outright incorrect information that you receive from the chat reps. After trying two different outsource solutions, each involving countless hours of training by our San Francisco team, we have made the decision that outsourced support simply isn’t a good enough solution for our customers.

We are now in the process of adding additional staff and hardware to our San Francisco office so we can provide you with live phone support during business hours M-F with extended weekend hours. We will also have 24/7 email support for less urgent issues. For the next few weeks while we build out our expanded San Francisco customer support infrastructure we are discontinuing the live chat and will only be able to provide email support. Rest assured we will respond as quickly as possible to your submissions and you can be confident you will get the correct information. As soon as our live tech phone support is available we will announce it on this blog, Twitter, and Facebook and post the number on the web site so you will always have easy access to it. We want to thank you again for being customers and hope you will tell all your friends about Line2.

Happy Holidays!

The Line2/Toktumi Team

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