BC Support: Chat vs Phone support

Report · Jul 06, 2012

Hi All,

As you know, the channels we use to access the BC support are the forums, chats and cases. There have been many discussions in the past related to this and the fact that we don't provide phone support.

Please allow me to explain why we consider chat the way to go and the best solution for supporting the partner community:

1) Chat is very easy to acces. Click Help & support in the Partner Portal/Admin Console and you are now just a click away from reaching us through chat. Besides this, you can now access chat here, right from this post.

2) Chat offers approximately the same level of communication, engagement and feetback as the phone does.

3) Chat offers immediate response as phone support does.

4) You can have access to a chat transcript for further reference, while you can't obtain a copy of your conversation on the phone.

5) We must share with you screenshots, KB docs and step by step instructions. We couldn't do this over the phone.

6) It's hard to troubleshoot websites over the phone. Working with long URLs is hard, pointing out elements in a screenshot is impossible and talking about something like #content-nav{border: 1px solid #A456B7} over the phone would be a nightmare.

Please let us know what you think. Feedback is appreciated, as always.

Thanks,

Vlad

Report · Oct 11, 2012

Hey dude, PM me with the issue, if your not having much look and I can see if I can help you out.

Report · Feb 26, 2014

I've been looking every where to find the chat... I need assistance now.

Found this post was happy when it said: «you can now access chat here, right from this post.»

Well this is what i get when i click on this link:

come on BC, this is not serious!

we need support!

i.

Report · Feb 26, 2014

Hi,

You can access case or chat via admin panel -> help & support. Typically a direct chat link isn't provided.

Another option is to access via Adobe support contact page. After selecting the topic of your concern.

- http://helpx.adobe.com/contact.html?product=business-catalyst

Hope this helps!

-Sidney

Report · Apr 17, 2014

I have a very big problem with not offering phone support on at least SOME issues... like billing. I understand that using a chat based platform is better in many aspects such as sharing links, etc. but what about if I have a billing issue? The customer support tech at the other end of the chat doesn't have access to do anything in regards to billing yet you leave the only communication options for billing with them. How does that make any sense? They merely say they will escalate my ticket with the billing department but there is no real urgency expressed. I am on my second day now waiting to hear back for a very simple billing issue that I need resolved immediately and no one can help me. If you don't want to offer tech support via phone and only chat, I understand. But you have to have a live person for me to talk to when my issue is not technical and instead is business related, like billing. Seems more and more like Adobe wants to just take my money and hide. I very much appreciate the great tech support I have received via chat since being a BC partner but absolutely detest that I can't speak with a live person whenever a tech support specialist cannot help any further. I have 7 sites on BC hosting platforms and all 7 expire in the next 45 days. I am SERIOUSLY considering just switching over to hostgator or fatcow both of which offer chat support and live phone support.

Furthermore, I understand why BC may not want to just offer a number to call when billing issues, etc arise but maybe you can take a page out of Ebay's book where they provide a number but the user needs a code when calling in to make sure your call is relevant to using the phone support.

Report · Apr 17, 2014

I need help here.

For some obscure reason the IBE stopped working. I get the spinning wheel and everything is blank and freezes on every browser i tried.

took me an hour to find the chat support since the link via my portal (help and support) brings me to a down page:

Add to explain this to someguy that needed screenshots and everything so he can finally tell me that they are going to escalade...

now i'm waiting for a response via Email.

if at least i could talk to someone maybe we could figure out whats going on.

i am wasting precious precious precious time.

help! anyone ran into this kind of issue?

Report · Apr 18, 2014

How about trying Chrome or Firefox? IE8 has been discontinued for some years now, not to mention the security risks you are exposing to...

LE: just curious, I tried using the Admin Console in a virtual machine running IE8 and it is pretty much useless, alot of scripting errors, the develop tab does not load at all (the squares remain on loading).... the help and support page loaded ok but i still got a js error on that

Report · Apr 18, 2014

Talking to me?

Cos if so, i meant "IBE" (in browser editor)...

Also i'm on a Mac. and use Firofox, Chrome and safari...

So, anybody has an awnswer to my problem?

yd.

Report · Jun 16, 2014

This is one of the most stupid systems to do the chat and email thing to get help. i haven't been able to get a proper help with this system for the past 2 weeks but if there was a call centre I would of had an answer!!!!!I

Talking to human being and explaining everything over the phone is a better way. U get to explain ur problem properly and get help properly.

My chat support wasn't really that helpful. and now waiting for over 3 days to hear from accounting services.

Im 2 weeks behind schedule because there is not a single human being you can properly have a conversation with!!!!

such a stupid system!!!

Report · Jan 22, 2015

Please let me refute your claim that chat support is more efficient that phone support. I needed to get information on switching CC/BC accounts, so I could upload a Muse site designed in MY CC/BC account in MY CLIENT'S CC/BC account. I spent over 25 minutes typing, typing, typing to try and explain my question and get an answer. If I had been able to ask a simple question and have a CONVERSATION with someone in tech support, they could have answered my question in less than five minutes.

For the most basic questions, I guess chat support would be ok. But for most people, typing and typing and typing is a PISS POOR way to communicate a complex series of questions and get answers quickly.

Report · Jan 22, 2015

I second that!

Report · Jan 22, 2015

You have to remember, Adobe is in business to do one thing, make money (like all businesses). Chat support is far more economical then phone support. Support staff can handle multiple chats at a time, they don't need good phone skills, minimal training is required because they have a computer in front of them so they can lookup the answers instead of trying to learn the system, its far easier and economical to record chat sessions and it doesn't matter how thick and hard to understand their accent is so Adobe can hire cheap labor in countries where english is a second language.

Report · Feb 12, 2015

chat is ok. but i am having an issue that could be handled really quickly by a competent support agent via phone and i am instead on a dead end chat going no where.

Report · May 30, 2015

Why is there no chat support at weekends. Every time I try to update a layout it will not save the changes. I had support yesterday and we thought the issue was cleared but its back and now theres no support. Are Adobe not supposed to be a worldwide organisation, cant you afford a few quid to employ staff at the weekend to support the people who keep you in business.

Report · May 30, 2015

Have you tried the Business Catalyst forums? There is some very knowledgable users that answer questions on there. Guys like Liam Dilley probably know more about BC than some of the Adobe support guys.

Report · May 27, 2016

I am finding chat is not working at the moment, been trying for two days to contact someone. Please help.

Report · May 27, 2016

No need for all caps. Since I used live chat yesterday it is defiantly working.

- Where are you going for live chat?

- What is the exact issue with you trying to use it?

- What are you contacting them for?

It will help you get what you need if you provide some information please.