Quote:
Originally Posted by robwod
Ruth is to Paxum like Bari was to Moniker. Both work(ed) in sales and are/were the only real source of support you can get, when they reply. Without them, the company's they rep'ed went to crap. It's actually telling when you need to contact Sales people to get any sort of support.
Admittedly, I find Paxum's ticket support system discouraging as well as frustrating, especially in terms of ticket response times. It'd be nice to see Paxum staff an office with qualified support personnel, based in North America.
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While I appreciate your kind words, I do have to respectfully disagree.
Our support crew responds to tickets within 24 hours, and they strive to provide a quality customer support experience. To accomplish that they have the ability to involve different internal departments as needed. We always provide the option for every client to give feedback about any support ticket opened with us, and our Head of Support regularly reviews that feedback and informs/trains staff accordingly.
Both myself and Chris have been very available to all Paxum clients through GFY, SKYPE, Email and other contact avenues, and we both try to assist where we can, but ultimately when situations are resolved, that is usually the result of the efforts of our support staff.
There have been a few threads posted here on GFY where I have been provided the associated ticket number, checked on it, and discovered the situation was already resolved, or that the client had already been informed. That had nothing to do with me since it happened before I even knew about it, and that attests to the effectiveness of our support staff.
Chris and I will continue to assist whenever and wherever we can, but please recognize that Paxum is not just me and Chris, Paxum is a whole team of dedicated people working hard to ensure each of our clients receives the best possible service.
