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There are two big benefits: a) the customer doesn't need to wait on the phone, b) Ego has the number (electronically vs. verbally from the voicemail), so less chance if being unable to call the customer back.
Note: I have not called the support line in the past six months, so the above suggestion is based on the myriad of customers reporting long wait times, and one comment was about "finally" being given the option to leave a voice mail.
Evaluate your current telephone and voicemail system to see if there is a way to quickly add a digital call back option to the Ego support telephone line.