Does LinkPartners ever answer their telephone?

[jeffamm]

I should have typed LinksManager in the title, but now I can't edit it.

Do the LinksManager folks ever answer their telephone? Or is it just there to tell you to use the trouble ticket system? Just curious. I'd really like to speak with someone live to discuss a couple of questions but don't want to waste time trying to call again if it is never answered.

[Phil Staff]

If you go to the HelpDesk and request a support call we will be happy to schedule one. My apologies that no one answered the phone but if we are working in your account would you want us distracted by having to answer the telephone which could result in massive problems to your account and website?

While we would love to answer the telephone each time it rings it just isn't feasible for us to do that and still have time to answer all the trouble tickets, user questions, forum threads and so on.

The ticketing system helps us to help up to a hundred users a day. If we have to call everyone we would only be able to help 20 users a day. Hopefully you can understand our position.

Please log into your LinksManager account and go to the request support section. Then you can open a new ticket asking for a support call and provide your best contact number and the best days and times we could reach you. I will setup a scheduled time to call you.

Thank you for your understanding.

Phil

[jeffamm]

Phil,

No need to be defensive - I just asked if it is ever answered and it sounds like the answer is no. I'll submit a trouble ticket to request a phone call, but you might also consider whether the phone number should be displayed.

You might also consider live chat, which we use on a number of our sites. It's a reasonable alternative to phone calls and much more efficient for the helpers.

[sugarfree56]

I hardly use the phone anymore to call a website/online company. Nowadays, places like these are usually better at answering your queries through email or yeah, through submitting a ticket.

Although I agree, live chat would be very helpful and LinkPartners would definitely be better with it.

[Phil Staff]

Although I agree, live chat would be very helpful and LinkPartners would definitely be better with it.

Are you volunteering to monitor a live chat module for us? ;) (for free?)

The problem is that LinkPartners is a free service; therefore, we cannot afford to add on extra staff for live chat - we could do that but then we would have to charge users.

Additionally most all the answers to the common questions are available in the FAQ - but that requires that people actually take the time to read them.

Many people don't realize that LinkPartners gets hundreds of new requests everyday and that doesn't even include all the spam and listings that don't even read the Terms of Service.

Maybe we should look at offering extra support for a price. I.e. providing phone support for $35 per call? Just an idea.