Originally Posted by LiquidWebTravis
We are hiring techs as fast as we can get them
I see this as an inherrent problem - sales and support staff should be seperate (but related within the scheme of things). Obviously, support inquiries get higher priority, but what happens if the queue is filled with sales tickets and an urgent support ticket comes in - but everyone is already busy responding to sales inquiries? The logical thing that I see happening would be is that:
a) the customer would call in and get their issue taken care of at the cost of a few sales inquiries (if they are US based, or wish to pay international call charges).
b) The customer waits for the barrage of sales tickets to be completed so their issue can be addressed appropriately.
While most people would probbably do (a) as a follow-up to an urgent ticket, it really shouldn't happen that way if the issue is of an emergency or critical nature - it still shouldn't happen that this is neccessary.
However, I can also see the point of tasking the support team with sales inquiries - 24/7 coverage. This is all well and good, but I would set it up so there's a designated tech or two to cover sales inquiries after-hours, leaving everyone else to do their paid job: supporting existing customers.
I'm not trying to put LW or anyone else down, but to compress two departments into one, while it makes financial and strategic sense to LW, seems to be hurting both new and current customers as evidenced by this thread (and I'm sure there are many others like it if you search).
Just my $0.02 cents.