Hey,

I just wanted to ask how many of you have a call back service, where if someone fills up a form or some other procedure you will call them back & do you think it adds value to support?

thanks, Yaser.

Same q. that's what we have right now. We have call->callback (ie i don't ever actually answer the phone) and email/form callback. I'd much prefer letting them leave a message while i listen to it and then call them back 5 seconds later than be involved in a conversation right off. I find that it puts me more in control of the conversation and if I need to, I can pull up necessary info before I call them back so their support experience might actually seem faster/better. Most of my customers know they'll be getting a call back within minutes, and answer before the first ring is done. They don't seem to mind, but I'm wonder what others think, and what they thinkt heir customers think about it.

Phone support costs more money/time than helpdesk or live chat support, so we are probably going to implement a call back with nominal fee...guaranteed call back within X number of minutes.

--Tina