Where is my live chat?



Taylor here, from SurveyGizmo support.

You may have noticed that recently, our Support Team has been unavailable to contact via live chat. I’m here to tell you a bit more about why.

SurveyGizmo is an organization built on customer service, as well as experimentation. We are always trying to find ways to help you better than ever before, which is why we first implemented live-chat, just a few years ago.

Over time, we’ve found that rather than offering an option to serve you better and more efficiently, data has shown that live chat has consistently proven to increase the time required to resolve requests. This means, more often, less of you are able to reach our support team to get the help you need, and finding solutions to your requests is taking longer than necessary. Our current theory is that due to the awesomely robust nature of our software, the complexity of service requests is not well-suited for the live chat channel. Additionally, chat does not offer our our support heroes the opportunity to showcase their intense desire to help, or build relationships with each and every one of the incredible users that contact us.

As such, in an attempt to be more available for you, our support team is currently experimenting with offering phone and email service only, and doing our very best to excel in those two channels.

What is most important to us, is that you are able to get incredible service from our team, exactly when you need it. Incredible service is defined by you, our users, and we would be remiss if we didn’t ask you to tell us your thoughts on this change.

Please click here to give us feedback about this experiment, we’d love to hear from you!

*NOTE* Certain legacy accounts may notice that in addition to live chat, phone service is not available. Please feel free to email our team, and if you need us right away, let us know via the form above.

Thanks in advance for your patience and understanding, and for choosing SurveyGizmo!

Taylor Morgan
Director of Customer Services -SurveyGizmo
4888 Pearl East Circle | Suite 100 West | Boulder, CO. 80301

Taylor Morgan edited question


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