For those somewhat unfamiliar with our communication system, I’d like to provide some useful information. This combines my experience of working both with the writers, and the support team.
First of all, there are a couple of ways to reach out and touch us: the chat, the messaging system, e-mail, and you can try calling.
Let’s break all this down:
The Live Chat: You can exchange messages online 24/7 with one of our support representatives. They are a reliable source of crucial help or advice.
The critical point to remember is that those folks staffing the chat are really, really busy. At any time, there might very well be another 5-6 people, just like you, waiting for a response as well.
This can be frustrating, but we do ask you to be patient and wait for your turn. One way to reduce “traffic jams” is to make sure to use the chat screen feature only for emergency issues!
The purpose of the chat feature is live support, on the spot. Of course you can address the support team who work on the chat on general issues, if you are a rookie. But if you fill this chat screen time with comments such as, “I don’t like how things inside the system work, and as for that…blah-blah-blah”, you are probably wasting their time. Support will have to do their best to accept your feedback; they will have to record it, forward it to the appropriate department, add a comment, etc.
You can imagine that the rest of the writers using the chat screen will have been waiting all this time. There are ways to provide your feedback; we will get to those a bit later on.