How long do you think it is acceptable to respond to a customer who is experiencing urgent issues with their forms?

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    2jeventsoffice
    Asked on August 08, 2017 at 06:28 AM

    I can see, through google search, that you decided that it was 'inefficient' to have a customer services number and instead opted for the forum based approach. This is completely unhelpful for customers that have received loss of service. I responded to your message, that itself took over 24 hours to arrive, yesterday saying that your suggestions had not worked and am still yet to receive a reply. I even added URGENT to the subject title as, at the moment, I am unable to receive requests from any customers, meaning I am experiencing a number of calls from angry customers on my own customer services line! 

    Forum based customer service only works if you can offer immediate response and it is unacceptable that a paying customer has now been left without service for 5 days.

    We have had no choice but to look into alternative options. 

     

     

  • Profile Image
    John_Benson
    Answered on August 08, 2017 at 09:29 AM

    Unfortunately, we do not have phone support. However, you can only reach us here in the Support Forum which we reply in a timely manner.

    I checked your other thread and I can see that my colleague replied to your question in a timely manner. Here's the thread URL: https://www.jotform.com/answers/1214782

    To view your questions and our answers, please log in to your account and click this link: https://www.jotform.com/answers/asked.php

    I hope that helps. If you need further assistance, please let us know here in the Support Forum.