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Premiere Pro Support Management responsible for Chat - Read this suggestion

Enthusiast ,
Jan 19, 2024 Jan 19, 2024

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Adobe need to re-think how the Chat process works.

The chat process you use is a nightmare and waste of time to many users on this community

 

This issue of having to describe a problem to 4 or 5 different people is madness. All necessary information should be available on a screen for each agent as necessary.

 

Please look at a new process to create a comprehensive pre-chat form to complete all the necessary details on your Premiere Pro Support request before you engage in the 'Chat'.

The chat should also be assigned a case number from the start for tracking.

 

Also - it should not be necessary to ask for Video Queue really should it ? - because if you have a Premiere Pro issue your chat should be correctly routed the experienced team from the beginning if pre-qualified.

 

The Chat model used today is emulating the old classic Voice call into a call centre in real time and it just does not work for complex issues.

Adobe Premiere Support > Please look at better ways to pre-screen a request for support and qualify it better before starting the chat with an expert.

Maybe a text/email call back service and supplied link to start chat ??, then dig in to more detail.

 

Today's support model is broken and you are driving fee paying customers away.

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LEGEND ,
Jan 19, 2024 Jan 19, 2024

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Excellent points. Upvoted.

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