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Help us improve Act-On Support! Please share your thoughts.

Comments

6 comments

  • Cindy Schifano
    I prefer phone for immediate answers, but will welcome a chat option!!

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    Cindy Schifano
    Marketing Manager, MHA
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    -------------------------------------------
    Original Message:
    Sent: 01-21-2019 15:01
    From: Chris Apgar
    Subject: Help us improve Act-On Support! Please share your thoughts.

    Hi everyone,

    I work closely with Act-On's Technical Support team to improve the quality of our service. We'd love your feedback to make sure we're focusing on the areas that are most useful to you. There are a few ways you can share your thoughts:

    1. Answer the new poll on the Community home page about your preferred way to contact Support
    2. Reply to this post and tell us: Why do you prefer that particular contact channel?
      (We are also considering launching chat support this year – does that affect your choice?)
    3. Give us your general feedback either on this post, by direct message to me, or through the Community Contact page

    I'll be sure to post back with updates and results. Thanks for your time!

    ------------------------------
    Chris Apgar
    Customer Experience Manager, Act-On Software, Inc.
    ------------------------------
  • Chris Apgar
    Thanks Cindy! We're hopeful that with chat support, we could reply even more quickly to a higher volume of requests, so that's a big part of why we're evaluating it.

    ------------------------------
    Chris Apgar
    Customer Experience Manager, Act-On Software, Inc.
    ------------------------------
    -------------------------------------------
    Original Message:
    Sent: 01-22-2019 13:17
    From: Cindy Schifano
    Subject: Help us improve Act-On Support! Please share your thoughts.

    I prefer phone for immediate answers, but will welcome a chat option!!

    ------------------------------
    Cindy Schifano
    Marketing Manager, MHA
    ------------------------------

    Original Message:
    Sent: 01-21-2019 15:01
    From: Chris Apgar
    Subject: Help us improve Act-On Support! Please share your thoughts.

    Hi everyone,

    I work closely with Act-On's Technical Support team to improve the quality of our service. We'd love your feedback to make sure we're focusing on the areas that are most useful to you. There are a few ways you can share your thoughts:

    1. Answer the new poll on the Community home page about your preferred way to contact Support
    2. Reply to this post and tell us: Why do you prefer that particular contact channel?
      (We are also considering launching chat support this year – does that affect your choice?)
    3. Give us your general feedback either on this post, by direct message to me, or through the Community Contact page

    I'll be sure to post back with updates and results. Thanks for your time!

    ------------------------------
    Chris Apgar
    Customer Experience Manager, Act-On Software, Inc.
    ------------------------------
  • Teresa Jarvis
    Hi Chris,

    I couldn't find the 'poll' you refer to on the 'community home page'.  If you can point me in the right direction for the poll, I will participate.

    I like to call the support team when I have an urgent issue/question so I can get it resolved asap by working it out with a live person.

    I've created cases through the Act-On support page when I have general questions which don't require an immediate resolution.

    I'd probably use an online chat feature for non urgent issues/questions.

    My preferred route for communication with Act-On is via the telephone.

    ------------------------------
    Teresa Jarvis
    Manager/Sr. Manager, Industrial Specialties Mfg.
    ------------------------------
    -------------------------------------------
    Original Message:
    Sent: 01-21-2019 15:01
    From: Chris Apgar
    Subject: Help us improve Act-On Support! Please share your thoughts.

    Hi everyone,

    I work closely with Act-On's Technical Support team to improve the quality of our service. We'd love your feedback to make sure we're focusing on the areas that are most useful to you. There are a few ways you can share your thoughts:

    1. Answer the new poll on the Community home page about your preferred way to contact Support
    2. Reply to this post and tell us: Why do you prefer that particular contact channel?
      (We are also considering launching chat support this year – does that affect your choice?)
    3. Give us your general feedback either on this post, by direct message to me, or through the Community Contact page

    I'll be sure to post back with updates and results. Thanks for your time!

    ------------------------------
    Chris Apgar
    Customer Experience Manager, Act-On Software, Inc.
    ------------------------------
  • Chris Apgar
    Thank you Teresa! The poll should appear when you go to this page:
    https://community.act-on.com/home

    It seems to take a few seconds to load, but it should pop up and be visible after a moment with little or no scrolling.

    ------------------------------
    Chris Apgar
    Customer Experience Manager, Act-On Software, Inc.
    ------------------------------
    -------------------------------------------
    Original Message:
    Sent: 01-22-2019 16:26
    From: Teresa Jarvis
    Subject: Help us improve Act-On Support! Please share your thoughts.

    Hi Chris,

    I couldn't find the 'poll' you refer to on the 'community home page'.  If you can point me in the right direction for the poll, I will participate.

    I like to call the support team when I have an urgent issue/question so I can get it resolved asap by working it out with a live person.

    I've created cases through the Act-On support page when I have general questions which don't require an immediate resolution.

    I'd probably use an online chat feature for non urgent issues/questions.

    My preferred route for communication with Act-On is via the telephone.

    ------------------------------
    Teresa Jarvis
    Manager/Sr. Manager, Industrial Specialties Mfg.
    ------------------------------

    Original Message:
    Sent: 01-21-2019 15:01
    From: Chris Apgar
    Subject: Help us improve Act-On Support! Please share your thoughts.

    Hi everyone,

    I work closely with Act-On's Technical Support team to improve the quality of our service. We'd love your feedback to make sure we're focusing on the areas that are most useful to you. There are a few ways you can share your thoughts:

    1. Answer the new poll on the Community home page about your preferred way to contact Support
    2. Reply to this post and tell us: Why do you prefer that particular contact channel?
      (We are also considering launching chat support this year – does that affect your choice?)
    3. Give us your general feedback either on this post, by direct message to me, or through the Community Contact page

    I'll be sure to post back with updates and results. Thanks for your time!

    ------------------------------
    Chris Apgar
    Customer Experience Manager, Act-On Software, Inc.
    ------------------------------
  • Dani Damaske

    Related to this, I think it would be great for the automated support feedback question to involve how your question/issue was handled or resolved vs how much effort was required. I feel like the majority of questions/issues take a long time to be resolved or involve convoluted workarounds instead of straightforward instructions using built-in features. I would love to provide constructive feedback about this as I go. Thanks.

  • Chris Apgar

    Thanks Dani, that's useful feedback.

    As far as the short term goes, I encourage you to keep adding your feedback comments to the current survey - those responses are absolutely read and reviewed for opportunities where we can improve. We'll also give some thought to more/different survey choices that we can offer in the future.

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