CUSTOMER SEVICE OFFERED BY HIGH LEVEL NEEDS TO IMPROVE - URGENT
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C N
It would be appreciated if High Level offers a good customer service to their own customers as at the moment it is APPALING and requires a lot of improvement. What is the point of a tool without the appropriate customer service.
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Jean Marc Dieu
The waiting room before you get assigned a rep feels like a chaotic ER triage room. The 10 min auto cut-off is brutal!
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Cooper Stephenson
I agree, plus the "support bot" to be able to join the zoom call has many issues, and is just another layer of annoyance to getting the problem resolved, or being able to talk to someone who understands the issue
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Dea Panganiban
- Would be great if the Tier 1 (T1) support has already a background with the HighLevel system. Plus if they have experience as Technical Support and not just Customer Support because the former understands the importance of troubleshooting and providing the right/sound resolution before saying "that is how the system works" (which translates to me as, "oh well").
- Strictly implement ticket documentation so that when it's escalated the T2 support will not say, "Can you tell me more because I do not have enough information in your ticket." This is specially true when they ask you to hop on Zoom.
- The team needs to be updated with releases and updates. If some of the Agency Owners and Admins would love/requests to be notified with every little bug fixes and updates (not just the major ones), there should be something similar for them. If we could catch up with the latest then T1 should as well.
- In relation to #3, if the T1 support may need to be segmented per module. I mean HL is a beast and I don't know every aspect of it still. So it might be sound to have T1 per product so they can be more focused on that part of the system like how you have product owners/managers. This way, they can be up-to-date faster and everyone can collab - T1 can tell product owners what is the issue they always encounter, provide feedback on client experiences, etc.
- It relation to #4, if I understood correctly, every T1 have 2-4 live chats simultaneously, which in my opinion is not healthy. That is not ideal especially if it's a bug related concern being raised. It might be doable only if it's a general question or issue. Reduce that to 2 simultaneous chat if possible (either that or hire more) and with focusing on just a specific department/product, they will have more care (hopefully) to see that the concern is fixed, resolved, or a sound solution is provided.
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Dea Panganiban
- It would be nice if T1 support will not use ALL CAPS when they are losing patience. And I do not know when or why the Zoom calls are restricted to 10 minutes per person.
- T1 and T2 support should have of the equivalent of "listening skills". Most of the time they do not fully understand the 'Ask' so it feels like they just throw responses just be rid of you or have you give up on your your own.
- Some (if not many) try to check the help articles first before reaching out to support because as what you can see they are not that helpful (at the moment). Meaning the help center should be up to date as well and it might help reduce reaching out to chat/zoom.
- I had one ticket who provides regular update, like the devs haven't gotten back to me or something until it got fixed. That should be a standard for every open ticket so that we feel that they're still in your radar.
- I do not know how you can do this or if you already have one but Support Team should be able to categorize the issue raised on how critical it is. We rely heavily on HL for our clients businesses and we shouldn't have to resort to praying when the impact on business is high. Yes there's priority support but you cannot expect everyone to get that especially when they only use that once in a blue moon.
I think there's still a few but this should do it for starters.
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Eric CH
Dea Panganiban They use zoom calls to make you feel VIP but actually it just makes things take longer and unless you record the calls (you should) you could go round in circles.
Also they're using Freshdesk rather than their own solution for the Documentation, for some reason...
Which if true, they should be able to accept tickets because that's what that system is for. Their website blurb is:
"Freshdesk: Smart, Scalable Ticketing Solution"
So maybe, High Level, use it?
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Antoine Royer
Agree
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Tobias Tobiassen Lid
They dont know anything about the service they are helping with. Asked one simple question and got sent bakck-and-forth like a tennis ball between people who should have known
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Lynn Uytenbogaardt
actually 11 days, sending emails daily for updates
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Lynn Uytenbogaardt
yeah the wait times, already over 9 days for a solution to missing form submissions and counting. The wait periods. Or explaining the issue multiple times. pain. but the friendliness is amazing!