We have quite a number of support avenues that we offer.
1. 0800 011 000 > This is our toll free number that operates between 8am and 5pm.
2. Call backs > Call backs operate between 7am and 11pm. Callback might not always happen as fast during the day if the queues are high but the pbx is designed to push call backs into the holding queue so the next available agent can take the call. After 5pm the inbound number is closed and all the agents tackle all the call back requests.
3. Whatsapp support > Whatsapp support deals with all queries. Setiing up routers to complicated webhosting queries and accounts related issues. Whatsapp works from 7am to 8pm Monday to Sunday. The queue can be long too sometimes but more agents are coming online now to reduce wait times.
4. Email support > Email support is our most used support avenue. Queries are split into different queues and agents deal with these support queries as fast as possible around the clock. We do have outsourced some of the queues to help but most of the support is done internally.
5. Social media > Facebook, Twitter, Discuss, Mybroadband all of these social platforms offer support too. The Social team assist clients between 7am to 4pm Monday to Friday. On Mybroadband times vary and I try and assist as much as I can.
Live chat has been replaced by Whatsapp. Currently the only section in live chat that goes online is hosting and it's not live chat it sends a ticket to the hosting queue where the average ticket wait time for a response is a few minutes. They are really doing a really good job.
