I have to agree with Sandymar,
Now this is from my own experience (although I did Google it), but I find of the three, chat, phone and email; chat is, by far, the best user experience:
-- Chat should be manned the entire time support is open. If there is no one available at the moment, it can say that in the queue.
-- No one wants to sit there on the phone waiting for someone on the phone.
-- I don't understand how email is helpful. Do you wait for a call back? This would be difficult. Or is the answer sent via a reply email.
-- The user experience with AC has always been difficulty waiting for support. I would say that 95% of those who complain on the board as to support connections, they are routed by users to use the ping service.
-- Chat allows for a print out or email of the support chat
-- Chat allows for a site address which takes you directly to the correct page on AC
-- Chat allows templates from AC which makes support much quicker
-- AND THE NUMBER ONE REASON BESIDES BEING HEARD IMMEDIATELY, is the ability for the support tech to say, "Do you mind if I remote in?"
ACPM (something I don't use) is part of the program which is needed the most. Why weren't the users notified a month ago? This must have been in the works. To say:
[quote= ]I apologize for the delayed communication on this change but in effort to provide the highest level support to our ACPM clients, we feel this change will help us achieve our goal.[quote/] does a disservice at two different levels. First, why was there a delay? And, second, AC feels this way, but did AC reach out to the ACPM users to see how they felt? This would be an easy Survey Monkey. Simply, do you prefer Chat and why, Email and why and Phone and why? But, there is no reason why there can't be more than one.
Once again, it isn't as much the change, it is the lack of communication. How could AC not think, wow this is a big change. The users may want to know in advance.
