Tom McLellan
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Last activity
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Activity overview
Latest activity by Tom McLellan-
Tom McLellan commented,
It seems like there are two different use cases here: 1 - Embedding Zendesk HC resources into an app / website so users can access articles/resources in context. Ideally there would be a Guide Sett...
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Tom McLellan commented,
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...
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Tom McLellan commented,
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 ...
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Tom McLellan commented,
Hi Allen Lai | Head of CX, Otter.ai, thanks for sharing this - it's an interesting question of how and whether to remove email support. I did a related post (https://support.zendesk.com/hc/en-us/co...
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Tom McLellan created a post,
Pros and Cons of Removing Email as a Support Channel
AnsweredI'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 "support@domai...
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Tom McLellan commented,
We use Zendesk as an email ticketing system because our customers find email to be faster and more convenient than trying to connect over chat. For example, the option to re-assign a ticket to ano...