In an email to customers on April 14, 2016, Senior Vice President of Customer Experience, Tina Dobie, announced that WP Engine will begin offering around-the-clock live chat support (24 hours a day, 7 days a week) starting on April 26th.
Since its inception, WP Engine has offered 24/7 support via their email ticketing system, but live chat hours have been limited to M-F, 6:00am-8:00pm CST. Not only has live chat been the most requested feature by their 45,000+ global customers, but it’s been their most widely used support channel. This is despite the fact that live chat is only available for a fraction of the time that email support is available.
According to WP Engine,
Through live chat, we are able to solve over 90% of all questions and issues within a single session.
Changes to WP Engine Support Workflow
With the switch to 24/7 live chat, there are some changes that WP Engine customers need to be aware of. Starting April 26, 2016…
- All new support requests will be initiated via live chat
- Customers will no longer be able to submit tickets for email support
- If an issue cannot be resolved during your live chat session, WP Engine will create a ticket on your behalf, in order to follow-up and solve the issue
In order to initiate a support request, you should log in to the WP Engine user portal and look for the live chat box in the bottom-right corner.
Are you a WP Engine customer? What do you think of this move? Will you miss the ticketing system?
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