Live support chat - does anyone ever get a resolution there and then?

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Phil Taylor

Hi,

Each time I use the live support chat to ask a question I get the "this needs to be escalated to our experts" response.  Does anyone else get this?  I don't think that my questions are particularly difficult.

It seems like the training offered to the live support operators needs to be improved so that they can offer some actual value.  This is not a criticism of them personally - they can't be expected to know things that they haven't been trained for.

The response times are excellent, but their ability to solve problems is very poor.

 

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Basudha Sakshyarika

Hi Phil Taylor 😊
 
Thank you for sharing your thoughts, and I'm sorry to hear that your experience with our live support hasn't met your expectations.
 
At times, our live support chat operators need to escalate specific questions to Subject Matter Experts, usually when an issue is particularly complex or requires specialized knowledge or access to tools that our first-level support agents might not have. There may also be topics that fall beyond their immediate expertise.
 
Nevertheless, I have forwarded your feedback to the responsible team for consideration. Thank you again! 🤝

Basudha Sakshyarika Community Team at Wrike Wrike Product Manager Erfahren Sie mehr über Wrikes leistungsstarke Funktionen und lernen Sie Anwendungsbeispiele kennen

Basudha Sakshyarika Wrike Team member Erfahren Sie mehr über Wrikes leistungsstarke Funktionen und lernen Sie Anwendungsbeispiele kennen

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Meredith Selden

Yes, we get an immediate answer to what we’re asking 98% of the time. The other 2% are our Wrike Analyze detailed questions which usually require a follow-up with that team to answer.

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Phil Taylor

Hi Meredith Selden, that's good to know!  I must be asking stupid questions then :-D

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