Anyone have insight into why more and more I find that companies out there are abandoning email as an option for contacting them? and having only phone and live chat options. Where as just a few years ago I was complaining all the time they didn't have all these methods because something you need a live conversation and other times not. There are a lot of times where I just want to sent out an email to support with a general inquiry that doesn't need a timely response for the convenience of time saved and being able to send my portion of communication outside of their live hours.
Email has largely been replaced with support tickets because they can customise the fields to improve the speed at which they respond. Email is just to general (subject and body, that's it) and having a public facing email tends to invite spam.
More companies I've dealt with have support forms than live chat or phone.
Also don't forget twitter, which is a very effective form of customer support in my opinion. Email is just too generalised to provide efficient customer support; it's the digital equivilent of writing a letter of complaint :P
Anyone have insight into why more and more I find that companies out there are abandoning email as an option for contacting them? and having only phone and live chat options. Where as just a few years ago I was complaining all the time they didn't have all these methods because something you need a live conversation and other times not. There are a lot of times where I just want to sent out an email to support with a general inquiry that doesn't need a timely response for the convenience of time saved and being able to send my portion of communication outside of their live hours.
Email has largely been replaced with support tickets because they can customise the fields to improve the speed at which they respond. Email is just to general (subject and body, that's it) and having a public facing email tends to invite spam.
More companies I've dealt with have support forms than live chat or phone.
Also don't forget twitter, which is a very effective form of customer support in my opinion. Email is just too generalised to provide efficient customer support; it's the digital equivilent of writing a letter of complaint :P
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