On September 12, 2013 we wrote:
A few weeks ago we unveiled some changes to support, and the creation of new specialized teams. The Report Team, Environment Team, and the Product Expert Team have been in place for about a month, and so far things have been great. We have seen a dramatic increase in average response times and resolution times, as well as an increase in satisfaction from our customers.
The next phase of our rollout is to apply this to all channels to reach these new teams. For those of you who use Chat Support, you may have noticed there are some new options when submitting a ticket. Instead of having no options and being routed to general support, you now have 5 choices to help facilitate your needs.
The initial testing with Chat Support has been a great success. Within the next 2 weeks we will also be opening up these additional selections to our phone lines. No matter your preferred method for contacting support, you will have access to the specialized teams. We hope you are all as excited about these changes as we are.
Manager of Support