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ccaldw6442
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PostPosted: Sun Jun 05, 2005 8:28 am    Post subject: Why is There No Online Real-Time Support From Vonage Reply with quote Back to top

For those of us who don't have cell phones but cable internet, it would be nice to have online real-time support for issues such as lack of phone light on router which there seems to be no resolution.

Please advise thanks.
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seattlezoid
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PostPosted: Sun Jun 05, 2005 9:15 am    Post subject: Reply with quote Back to top

I Second that idea. If you don't have a cell phone you are pretty much out of luck trying to troubleshoot your Vonage line.
Live chat would be great!

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scerruti
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PostPosted: Sun Jun 05, 2005 9:35 am    Post subject: Reply with quote Back to top

I have thought about this, but the primary way Vonage recommends connecting equipment (modem->adapter->[rest of home network]) results in a network outage if they need you to unplug your adapter.

I think they should offer it eventually, but I don't think it is as useful as you think it might be for the vast majority of their support calls.

Frankly before they add that I would think a publicly viewable issue tracking system (so you could see if your email request was being handled) would be a better investment.

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reebok
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PostPosted: Mon Jun 06, 2005 9:38 am    Post subject: Reply with quote Back to top

I would like it too, but from what I read, it's the most expensive form of support (why more than phone I don't know). so if it's true, and if the majority of customers switched for lower prices...

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PostPosted: Mon Jun 06, 2005 11:45 am    Post subject: Reply with quote Back to top

It probably costs more for them to hire decent typists than poor speakers.
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PostPosted: Tue Jun 07, 2005 10:55 am    Post subject: Reply with quote Back to top

reebok wrote:
I would like it too, but from what I read, it's the most expensive form of support (why more than phone I don't know). so if it's true, and if the majority of customers switched for lower prices...


hmmmm... most expensive form of support eh? Compaq offers Support via chat for free, but charges for over the phone support. seems if chat support was that expensive, they'd charge for the Chat Support.
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PostPosted: Tue Jun 07, 2005 11:33 am    Post subject: Reply with quote Back to top

On support cost:

Quote:
Overview:
Support organizations who'd like to cut support costs dramatically while increasing customer satisfaction would do well to follow the lead of SonicWALL, an Internet security company. SonicWALL implemented the click-to-chat capabilities of Echopass eServices and integrated it with its existing web self-service application. The goal: to extend immediate, live customer-service capabilities to the web. Today, support representatives taking web cases handle two to three times the workload of representatives taking calls--significantly driving down the cost per customer interaction while increasing customer satisfaction.
Free registration required for the Information Week white paper.

I think the cost of support would include cost for hardware (phone vs. computer), network (phone vs. Internet), and training. Since most high-tech companies already have the computers and sufficient Internet access the support cost estimates are probably flawed.

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reebok
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PostPosted: Tue Jun 07, 2005 12:12 pm    Post subject: Reply with quote Back to top

finally found where I saw that:
http://www.broadbandreports.com/forum/remark,13159453
no real data there though.

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PostPosted: Wed Jun 08, 2005 11:33 am    Post subject: Reply with quote Back to top

right now Vonage has barely enough ppl to answer phones .. they used to have online support, but not anymorw
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