I've noticed a trend of some larger SaaS companies like WPEngine and Zendesk deciding to go all in on live chat / bots and remove email as a support channel, including the removal of "email@example.com" type emails.
I'm sure there isn't a one-size-fits-all answer to this, but as I'm looking at future support strategies for my software business, I'd like to understand:
- What are the main benefits (for our company and/or our customers) of shutting off email support and requiring all help through live chat? Does it actually lower ticket volume and/or time per ticket?
- Is there a risk that existing customers find it frustrating to lose the email support option and churn?
I'd be curious if anyone with a smaller customer service operation has tried this recently and what it did to their support volume, metrics, and/or churn. As a customer, it seems like this is an ongoing trend, so I'd like to understand the rationale and plan our support channels better. My current thinking is to meet customers where they are (within reason) including email support.
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