This is a question that comes up every so often, and many times from frustrated customers that want to speak with our team NOW. I put together this brief video to help address the question.
The short answer is no we do not have a phone number where you can call our support team. It’s not that we don’t like to talk on the phone with customers, in fact it's the opposite because we spend a lot of time on the phone with customers. The reality is we don’t have the infrastructure to set up a call center that is standing by waiting for your call to come in.
The moment we introduce a call center then we need to have it properly staffed so there are no long wait times and with a team that size, supporting customers spread across 5 continents in 15 different time zones, it becomes cost prohibitive. So no, you can’t call our support team right now BUT there are easier ways to get in touch.
The easiest and most popular way our customers reach out to us is by emailing support@brightgauge.com which automatically opens up a ticket within our system for our team to triage. The beauty of using email is that you can enter as much detail as possible (links, screenshots, etc) which makes our turnaround time significantly faster.
We work very hard to make sure when our customers do reach out with a question we are quick to respond. As a matter of fact I’m very proud to say that our response time is under 10 minutes and our average resolution time is 12 to 13 hours. Considering the scope of issues we deal with from simple password resets to bug fixes that take days/weeks these numbers are pretty impressive. And if you don’t believe me, based on Zendesk which is our help desk system, the average B2B software provider responds within 24 hours. 24 hours for a response...that’s just CRAZY.
The next time you have a question about BrightGauge reach out to our Customer Success Team and watch how quickly and efficiently they handle your request. Our team is here waiting to help you!
Still skeptical about how it all works? Learn more about how our team leverages videos in our support process to help resolve your problems in the most efficient way possible.