We limit our support to online communication for a few reasons.
We’ve found that providing support via online communication (email, chat, documentation, etc.) works best for online applications and softwares like WordPress forum and comment plugins. Our team is able to gather website detail and other facts so that they can troubleshoot effectively, and link to educational resources, send images, screenshots, and videos, etc. that help you get the most out of our plugins and support.
We are fast to reply too, our average time to the first reply is within 2 hours (from 6am to 6pm / GMT+0) and it’s 12 hours if you’re out of our timezone, or it’s weekend.
It’s important for us to maintain an environment of constant innovation. Our support team works with the rest of our company, which makes it possible for our teams to collaborate and spur the innovation that we value so highly. Electronic communication can be documented, aggregated, and used as support for new features and development.
It allows us to keep our overall pricing down while maintaining a feature-rich application and continuing to provide great support. We want Event Smart to be accessible and affordable for all of our customers. Structuring things around these online channels makes it possible for us to scale our support using this philosophy.