A couple of weeks ago we shared an update on some of the challenges our support team, specifically the phone system, was having. We are thankful to say they are now resolved. Here’s the latest update from our Support Team Manager:
We believe we’ve resolved the vast majority of phone routing issues. Over the past couple of weeks hold times have greatly reduced. However, at certain times of the day and for our customers calling about Act! for Web and Hosted, wait times are not where we’d like them to be. This is not an infrastructure problem, but rather an indication of the need for work force optimization and additional training. We are quickly working towards providing the appropriate training to our staff and adding them as quickly as possible. At the same time, we want to make sure we maintain a high level of quality to ensure you have an enjoyable experience when working with us.
Again, we’d like to thank you all for your patience and understanding. If you experience any issues regarding any of the issues we’ve described in the previous post, please feel free to post here.