We've put a lot of thought into building a support workflow that works for you and your team as well as our team. On one hand, we empathize with the fact that you have a million different complications to deal with in your day-to-day, and asking you to use an unfamiliar system just to request help is one more complication in your life.
On the other hand, our Customer Success team is duty-bound to provide all of our users with helpful, timely support. There's a lot that goes on "behind the scenes" when we handle a new help or service request: we might need to involve our software engineers to write, test, and deploy new code, and our Customer Success team needs to ensure that the new code won't interfere with the custom code we write for your lease. And through all of this, we need to keep you in the loop. And that's just one support ticket. Handling even a few tickets would be impossible in an email-based system.
Every single member of our Customer Success team was formerly a commercial real estate lawyer or paralegal. We've been in your shoes and we understand the enormous importance of each and every ticket that comes our way. We can't let anything fall through the cracks. Your job depends on it, and so does ours.
So that's our case for why we're asking you to follow the proper channels to get help. It provides an enormous benefit our team and yours. We hope you think so too.
If you have questions about this article, our ticketing & support process, or anything else, please don't hesitate to reach out (preferably not via email!) and let us know what's on your mind.
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