Chad H.
For us
For us, our script is our primary concern. We have had to redo our script several times in order to achieve results. When we redo scripts we are told to put in a ticket, however, it is much easier to explain our needs over the phone directly to a live person who may be able to help us formulate it so it works for all parties. I have been in contact with someone directly, once, and it was very helpful. I would like more follow-up such as a phone call to see how the new script is working or even to understand our needs more. I feel like the drive is to handle everything online or through a ticket, but at least for our situation it requires a better understanding which is why direct communication matters so much. We work as a "middle man" and if problems keep reoccurring our clients will demand that we cancel AnswerFirst service and we definitely don't want that.
Response from AnswerFirstApr 3, 2023
Hi Chad, thank you for taking the time to leave us this review. We appreciate the feedback you have provided here. We do see that you were working with Cortney from AnswerFirst on the last update that was done for you on March 20. In her response to the ticket, it appears as though you had a conversation, the script was updated, and there was one piece of information that may have been remaining. In her notes, she explains that you sent her an email stating to hold off. That is the last communication we can see. We will definitely have someone from our Customer Service Department reach out to you to make sure everything that you needed to discuss has been addressed. You should expect a call from them soon. We appreciate your excellent feedback and our partnership!