Martin Kirs

This is a critical issue that negatively impacts both the customer experience and the effectiveness of our support team. Allowing customers to send messages before providing their name and email creates confusion, as clients believe their inquiries are being addressed, when in reality, agents are not receiving them. This leads to frustration, missed opportunities for timely responses, and damages the trust in our support system. Ensuring that the required information is collected before allowing messages to be sent is essential for maintaining the flow of communication and upholding the quality of our support services.

This is a significant design flaw that severely impacts customer experience and undermines the integrity of our support system. The current behaviour gives our clients the false impression that their messages are being sent, even though they are not. This leads to frustration, unnecessary delays in communication, and damages trust in our support processes. It is crucial that this issue be addressed as it not only confuses the user but also hinders our ability to provide timely and efficient support, which is critical to maintaining a strong relationship with our clients.