Unhappy about not being able to receive chat support with ALL paid plans.
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Amanda Owens
While I truly have been mostly happy with MailerLite over the past 5 years, I am increasingly unhappy with the customer service/support I receive. I am not unhappy with the professionalism or quality of service I receive, the representatives are great, but I am unhappy that I have to continually upgrade my plan to receive any additional support other than via email. This is just bad business practice and chat support should be available at the very least to any paid customer.
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Betsy Love
I wish I could send a report about issues I'm having. I have a paid account and can't get help.
Madina Umirbek
Thank you for posting, Amanda Owens! I have a few more questions for you:
- What specific features or aspects of chat support would be most beneficial to you as a small business owner?
- How frequently do you encounter issues that require immediate support, and how does this impact your business operations?
- Would having chat support available influence your decision to continue using MailerLite or recommend it to others?
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Amanda Owens
Madina Umirbek ABSOLUTELY it influences my decision to stay with MailerLite and/or my ability to recommend them. I don't often have issues, however, when I do I prefer to call or use a live chat w/a real person, not a bot and I want immediate help. I am mainly the sole person working my biz (with the exception of a couple of part time employees) and I don't have time to waste waiting for email replies. There are even a few issues I have emailed support for and have been told that I have to contact support directly for help with specific issues. I have no other avenue of support rather than email...so I am unsure how to contact them directly. I have looked into other email services and am actively seeking one that provides customer support beyond email only. I will dig into this deeper in the new year, but when colleagues or other small biz owners ask who I use, I tell them I use MailerLite and I love their tutorials, the email builder itself, but their customer support is lacking and extremely disappointing, so if they are looking for a provider with direct support, MailerLite is not the answer.
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Amanda Owens
Madina Umirbek regarding which features of support would be most beneficial to me...being able to check if subscriber emails are blocked or have some sort of issue. Much of my customer base is often face to face and my emails are so vital to what I do, many of them are not receiving my emails and I am constantly monitoring, asking customers, and doing all I can to help that. I also get suspicious subscribers from time to time and would like to be able to contact immediately to keep hackers or unwanted subscribers from my list. There are also new features, etc. that I am sure I am not using correctly that I would like to be able to reach out and ask directly rather than watching tutorials. There are a lot of aspects I would like to have a human being to contact directly.