Why is phone support an upgrade option? - Fri - Dec 21, 2018 - 2:01pm

Posted by Dawn Updated: Dec 2021 0 Comments
We hear this question periodically, so we wanted to explain the reasons behind having online support as our default option.

ThunderTix has the lowest price in the industry -- bar none. When we began in 2005, we provided phone support to all clients. As we grew, phone support took more time requiring more support personnel. As we grew our online support, we were able to compare the number of clients we could serve with phones versus online, and the results were profound. We could provide nearly immediate responses to many people in a single hour rather than returning phone calls (and playing tag), as we spent time on the phone serving a single client.

Moreover, we found that 80% of our clients never called but rather submitted support requests. They appreciated that the answers arrived in their inbox and could be reviewed at their convenience.

The costs for dedicated phone support were used by fewer than 20% of our clients, yet all clients were paying a higher cost to support it. So, we polled our users in 2013, and we learned that virtually every one of them preferred a lower price as long as the great online support they had come to expect and appreciate would remain. We then dropped our price and now have phone support as an add-on option. If you'd like phone support, please add the option in your Account Setting under the Billing and Usage tab. Since we charge the credit card on file at the time the option is added, we only allow primary account administrators to add the option.

How does phone support work?

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