Community Manager
AdvisorI had to use the "new an improved" support site yesterday and it's a 100% a step backwards. Its not at all better than the old site. I want to be able to open cases thru email so I can include all the details, screen shots easily and email support @ lm dot com. Why did you block that option? I can't even open cases manually. I only open cases that I know are valid cases and are not the basic 101 ask question of How To. Please add an "OPEN CASE" button b/c I did not like having to wait (45+min) an unknown amount of time for the next agent after fighting with the stupid chat AI bot. Even when the agent got on he was having trouble chatting in the chat box. I kept sending details, questions and it was a few min delay in him responding.
This AI Chat bot is just good for the $#'s on the backend of the support dept but not good for your actual customers. The way your support used to be was a huge selling point where w/in the tool I could chat with an actual live support person who knew what they were talking about. Now it is not.
NeophyteI don't use support that often, just tried to today and this is the worst experience ever. I used to praise LogicMonitor for their support and recommended it more than once for this reason. No longer if this is the new way. Now I hear I will probably have to pay more for the PRIVILEDGE of having access to chat after almost 10 years of having access. Opening a case is still listed as an option in the main portal and just errors out with a vague error was well. Not a great experience.