FAQ: Why isn't there a support number I can call?
We understand that sometimes when you are experiencing an issue or have a question about a product, you just want to pick up the phone and call someone. So why don't we provide a telephone number as a first point of contact?
As a company, our support teams receive over 7000 contact requests globally, every week. With this volume, offering telephone support significantly limits our agents' accessibility - which can lead to long queue times for all customers and a poor customer experience. We want to ensure that everyone's queries are addressed in a timely manner, by the right agents and offering support through other channels allows us to triage and answer requests more efficiently.
Did you know that over 80% of all the queries we receive can be answered through our knowledge base articles or other product resources which we make available online? We have a comprehensive library of articles and support videos that cover a wide range of topics; which are updated and added too on a weekly basis.
Our dedicated support teams are constantly looking for ways to improve our support solutions by leveraging new technologies to automate processes and get answers to you, faster.
That said, if your query cannot be answered by our Level 1 team, it will be escalated to one of our Level 2 Technical Support Specialists, who are equipped to handle more complex issues. Once assigned to one our Level 2 agents, call backs and remote support sessions can be booked in advance (if required), to help guide users through resolving their query.