email support tickets
Hi, I think you should consider offering email support tickets in addition to chat and phone. The email support tickets would be faster and more efficient. For example, the last chat lasted 1.5 hrs and if an email support tickets the problem could have been probably solved in a few minutes. Some issues can't be communicated easily by phone and chats take a lot of time generally including wait time...
I agree. It would save me so much time to be able to send an email and let the team send me an appropriate response when they are available.
This is also related to another issue, ie allowing us to include simple links to screen shots / screen capture videos. Eg Google Drive, Screencast-o-matic, etc. I tend to include screencast videos and screen shots in support requests to make things clearer.