bring back heroic support and change your phone greeting back the new ones sucks
your new phone greeting is too long and slow talking and puts customer support too far down the line. I originally signed up years ago because your company was so support focused that support was the #1 button your greeting. I am on hold now after being told by the robot it would be about 1 minunte, for 7 minutes and counting. And I am calling because my ticket from 5 hours hours ago hasnt been handled and it would take someone about 4 minutes to do. #heroicsupportwhereareyou
Matt
shared this idea
The phone greeting has been redone. Thank you for the feedback.
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Admin[Deleted User]
(Admin, Liquid Web)
commented
Hello,
My name is Andrew and I work in the Customer Advocacy Team here at Liquidweb. I'm sorry I didn't get back to this sooner, but I've been relaying your feedback through the appropriate channels to get you some direct answers and response to your feedback.
I'm very sorry you didn't have a heroic experience and the wait times were longer than normal. We did recently update our IVR tree to improve the correct routing of calls, but we're going to take another look and continue to improve on it, possibly adding a message to alert callers if they are to expect more of a wait time and now we're discussing other possible ways to handle the overflow to make sure these things don't get overlooked. The voice you heard is actually one of our employees, by the way! When we finish the changes and do the new recording, I'll make sure to have him liven it up a bit.
Thank you for your feedback and apologies again that you caught us on an off day. I did check your tickets and it looks like none of them are waiting on us right now,m but if you do have a ticket you'd like me to personally get involved with, just let me know the ticket number or open a support ticket to Attn: CAT and it'll be directed to me.
Thank you for your patience Matt, please let me know if there is anything else I can assist with!