Pros and Cons of Removing Email as a Support Channel

Beantwortet

5 Kommentare

  • Tom Erik Skjønsberg

    Looking at it from a customer perspective I would have to say that this very much depends on the complexity of support given.

    For complex software questions I cannot imagine relying only on chat support, as I would like to have a thread I can follow to make sure all steps needed are included, properly explained and something I can follow to get my issue resolved.

    For simple tech support or general customer service, chat seems to be the way to go in terms of efficiency.

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  • Lou
    Community Moderator

    I don't believe Zendesk removed it. I still get emails from them and respond to them. My responses go into the chat.

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  • Tom McLellan

    Thanks for both your comments.... that is interesting, you may be on a better pricing plan. I'm not able to send emails to support@zendesk.com anymore (it bounces back with a reply) and get forced to use the chatbot / live chat option instead. I've noticed that Twilio Sendgrid has recently phased out their email support as well. 

    I think we'll experiment with live chat and in-app messaging but continue to offer email support. 

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  • Lou
    Community Moderator

    Tom McLellan

    I don't email support@zendesk.com, so I don't know if that works for me. I open tickets through the (awful) chat. I then get email updates, which I can reply to. When I do, those replies go right into the (did I mention it's awful)chat. The reply to email address on those is support+idxxxxx@zendesk.com. The received from is support@zendesk.com.

    In short, the email channel is still being used, but maybe not for creating tickets.

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  • Tom McLellan

    Thanks Lou for clarifying, I see what you mean. The (awful) chat experience makes a good case for letting customers choose, though allowing for a cold inbound email does create some questions about authentication (e.g. you need the customer to reply again in order to confirm/proceed with any serious account changes, to avoid the risk of someone spoofing/imitating an email address). 

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