Phone support hours incorrect?

  • 1
  • Problem
  • Updated 6 years ago
  • Acknowledged
Called the Yola phone number and the recording says that they are closed. She says their hours are from 1pm to 11pm GMT. By my calculations they should close at 3pm PST. Right now it is 2:20pm PST. Is this company possible to reach by phone? Has anyone actually gotten through or is this forum the only way to reach support?
Photo of Brian

Brian

  • 13 Posts
  • 1 Reply Like

Posted 6 years ago

  • 1
Photo of Gop

Gop

  • 7473 Posts
  • 2115 Reply Likes
Hi Brian,

I get the same calculation for the current time and I think your interpretation is correct (unless we're both wrong).

The phone service does function from many reports so I don't know what the issue is here currently.

This forum does work for staff contact but is on a priority system of 24 or 48 hours if at all humanly possible.

Your third option is to send an email to support@yola.com. This should be answered within 24 hours and probably sooner if you are on a hosting plan which I presume you are.
Photo of Brian

Brian

  • 13 Posts
  • 1 Reply Like
Thanks, I'll try the email route. I am on a hosting plan. It doesn't instill faith in customers when phones aren't answered during the posted business hours. Especially for companies who only have an Internet store front.
Photo of Gop

Gop

  • 7473 Posts
  • 2115 Reply Likes
The customer service per se is excellent in information quality and accuracy but the Customer Service Management is really bad at the moment. I hope that they are taking big steps to remedy this and it's a shame that they didn't have scalability built into the service, rather than have to go into ineffective crisis management which never works :)
Photo of Monique

Monique, VP of Customer Support

  • 6294 Posts
  • 446 Reply Likes
Thanks for the feedback. Scaling customer support is the most interesting challenge I have ever had to deal with. Really appreciate your comment about information quality and accuracy as that is one of our primary strategies for scaling support. For example our "get help" feature automatically and correctly answers 95% of queries entered without the user needing to email support. One of our other strategies is having an active forum where customers help each other and this thread is another great example of it.

Where scalability becomes tough is on phone calls and emails. We are still well below industry standard in our response times but slower than customers are used to from us.

We are constantly evaluating the reasons people need to contact us, looking for ways to address this, growing our team, building greater efficiencies into the system and above all investing in our knowledge base which can help an unlimited number of people all the time. However, there will always be a need for personal, one-on-one interactions and we remain committed to having these handled by an in house, thoroughly trained support team. We would not want to miss out on these interactions for the world.
Photo of Gop

Gop

  • 7473 Posts
  • 2115 Reply Likes
This is a comprehensive response and thank you for taking this time. I hope that the building crisis wasn't a fearful experience and that it has passed.

I apologise for jumping in with the criticism designed to sting, knowing this.
Photo of Monique

Monique, VP of Customer Support

  • 6294 Posts
  • 446 Reply Likes
No problem at all about the criticism - it is completely fair. You said "scalability" which always gets my attention. I am fascinated by it, it keeps me up at night and I still don't have all the answers, which is what keeps this job so interesting. If I know something about the subject by the end of my career I will consider it an awesome achievement.

The building crisis wasn't too serious and everyone is fine. We are working on plans to allow people to work from alternative locations and hope to have a solution for the building soon.
Photo of Monique

Monique, VP of Customer Support

  • 6294 Posts
  • 446 Reply Likes
Hi Brian

So sorry that you ran into this issue. The posted hours are correct. However, we were forced to close our call center early due to a crisis in the building yesterday. No excuse for you not being able to get through, but if that ever happens you can leave a voicemail and someone will call you back - we return each and every call. Then as Gop mentioned this forum and email are also options.