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wiggler714

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Posts: 34
 #1 
Really disappointed with the new support system.  It is wildly unproductive to not be able to get someone's actual attention when I myself have a free moment to deal with a problem.

Having come from SIPlay last year its really frustrating to see their support system being one of the things that came from the acquisition/merger, what you had with the online chat was far superior.  

Under pressure to get a monetary registration live and it is a struggle to get the edits done properly that I need.  Requests done improperly, messages not acknowledged, the button to actually start/continue a conversation frequently not even working are all the things happening at a snails pace.
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SE Customer Success

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 #2 
Thank you reaching out and I'm sorry for your poor support experience. Please send me (ken.mcginley@sportsengine.com) a direct message with your organization name and if there are still any open edits or revisions needed for your current registration session. In addition, we'll grant you higher level access so moving forward, you can make edits yourself. And finally, we certainly need to improve our availability regarding the chat tool and I'm confident you'll see this in the coming weeks. Thank you for your business and for the opportunity to serve you better.

Ken McGinley
VP, Customer Success
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Proulx06

Senior Member
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Posts: 118
 #3 
I saw this post last week, but didn't have a reason to contact support until today (trying to create a league page and don't seem to have the option shown on the help page). 

Going from a support system with on-demand chat help to one that replies "in a few hours" is a major step in the wrong direction. 

I'm sure a lot of things went into the decision, and I assume cost is one of them, but from a customer satisfaction standpoint, this is a major bummer. Your on-demand chat support was a differentiator and a huge help to those of us who run a handful of sites. Just my two cents. 
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jim

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 #4 
Hey all, 

I'm confident the new support system is going to be better for everyone. Will take a little time to get used to it, but it's pretty sweet.

That "replies in a few hours" thing is automated and not sure exactly what it takes into account. I just went to help and it says "in a few minutes" now. Will let Ken and team know as well. 

Screen Shot 2019-01-07 at 10.24.59 AM.png 


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Jim Dahline
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Proulx06

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Posts: 118
 #5 
I try not to complain too much, and totally understand that things will change and that a lot of thought and planning went into this rollout. I'm not a "things should always stay the same just because" kind of person. 

But had the opportunity to use the support for a second time this morning. I asked a question at about 8am my time (EST), which traditionally your chat support is offline. The auto-reply said "we'll be back in an hour", which aligns with your 9am EST start. It's now 10:30am and I don't have an answer yet. 

Maybe it's just my frame of mind...but when I used to log in and chat was offline during business hours, I never viewed it as a major pain or hindrance. I just refreshed a bit later and when chat was online, I got my questions answered 99% of the time in a single chat session. I knew that as soon as that blue chat button was available, I'd have my answer. 

Now, though, I just have this ambiguous time window where I have no idea where I am in the queue, when my question will be answered, or what I should do in the meantime. I know it'll take some time to adjust, but sending a question into a black hole for me is far more frustrating than checking the contact us page for an online chat agent and getting my answer on-demand. I have heard (maybe here, can't recall) that this new method sends my question to far more people than were available on chat previously. I'll just say that for the record, both of my questions have taken a couple hours to get answers to, which is more than I'd ever waited during the chat era. 

Maybe I asked some challenging questions. Maybe I just hit peak times. Or maybe you guys just spoiled us for too long with the chat process, haha. But typically when content/site/communication changes make it to me for the 4+ sites I manage, they need to be posted as soon as possible...and so far this new support system has been slower than it used to be. 

But I'll be patient as I know there's a method to your madness. 

(Oh, and not sure who this should go to...but the new ? button on the bottom right covers up some buttons on some pages. When you edit the columns on the members tab, the question mark icon covered the 'OK' or 'save' button. And when I was navigating through some registration records, it covered up the page forward buttons. Not a huge deal but figured I'd let you know.)
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Proulx06

Senior Member
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Posts: 118
 #6 
Actually the page forward buttons were covered up by the HELP button in the members tab as well. Here are the examples. 

covered.png 

covered 2.png 

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Proulx06

Senior Member
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Posts: 118
 #7 
Not trying to pile on Jim (and don't mean to direct this to you alone), but this is a timely use case. I just received a canned answer to my question at 12:50pm. Only problem? The responder misunderstood my question and gave me an irrelevant answer. I asked "how do I generate a league schedule" and he sent answers to "how do I import an already-created league schedule onto the site". That incorrect answer took close to 5 hours from the time I asked it (4 hours with your staff in the office) and gets me no closer to solving my problem.

Now I wait again. [crazy][crazy]

The previous chat world definitely spoiled me. 😉 Now SE just has a "send a message and pray" support system like everyone else. 
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Proulx06

Senior Member
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Posts: 118
 #8 
If I'm going to complain I should also post the benefits...the rep got back to me about 10 minutes later and the conversation looked more like the chat from there on out. Just took until early afternoon to get there. 
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wiggler714

Member
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Posts: 34
 #9 
I just waited 2 days for a response, and the response was "do you still need assistance?"

Have an order marked "unpaid" even though we require all payment online this year... that was my question, and I included a direct link to the order in question.  Which if followed still shows "unpaid"... 

Support has definitely taken a huge leap backwards.
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jcooke

Junior Member
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Posts: 3
 #10 
I am no longer seeing the blue Help icon on full desktop versions of Firefox and Safari on the Mac, but I do see it when I am on a mobile device.  Is this expected?
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jim

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 #11 
jcooke - I just checked on my personal website and the help icon shows up. Are you logged in? 
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Jim Dahline
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jcooke

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 #12 
I see the icon is now moved from the circle at the bottom to a floating side tag - I presume I noticed during the transitional period.
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jim

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 #13 
That was moved on Friday (2/1). The old circle at the bottom would get in the way of some apps. Are you good to go now?
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Jim Dahline
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jcooke

Junior Member
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 #14 
Yes thank you.
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Proulx06

Senior Member
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Posts: 118
 #15 
Hate to jump on this again...but sent a message five hours ago asking support to look into a @comcast email address who isn't getting emails. This happens a few times a year, and I've learned that emails can end up on the Suppression list and won't get any emails. I assume that's the case here. Since we (admins) don't have any insight into this Suppression list, I have to rely on support to look into it. 

5 hours later and I have't gotten a response. 

I have no idea who made the call to change to this new system, but we're almost six months in and I'm still waiting for this to be better. I'd run into this Suppression issue under the old chat system and my problem was solved within minutes. Now I'm losing entire days waiting for a response. 

Jim - if there's a person up the chain who would love to read feedback like this, I'd encourage you to forward it. The website functionality for contacting support isn't the problem, it's the significantly increased latency in replies that is most frustrating. If it was a cost saving measure, then so be it. But I can't wrap my head around this being better in any way. SE was the market leader in support in my mind, now you guys are just like everyone else - and I'm not sure that's exactly where you intended to be. 
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