Request a call back instead of hold option, customer support line

  • 4
  • Idea
  • Updated 11 months ago
  • Implemented
  • (Edited)
Archived and Closed

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Ego Team, last week I needed to call a support center during Irma (not related to a consumer product), and they were in Florida, so I knew there was going to be a wait.  When I dialed in, I was immediately offered the option to leave a call back number.  For years, I usually did not exercise this option as I thought I would lose my virtual place in line.  However, in the past year I started using that option, and even more so when I'm on the mobile phone, and don't want to just have to hold, and run my battery down.

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.

Recommendation:
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.
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(a)Typical Engineer

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Posted 1 year ago

  • 4
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Jennifer VandeWater, Community Manager

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Official Response
We're pleased to announce that we've been doing some work in the background and this call back functionality will be implemented on our phone system in October!  Thanks for all of the feedback.