Automated support emails

Question

  • Why does Nexmo Support use automated emails?

Answer

Customers contact Nexmo Support, when they have a problem or question they would like our help with. Sometimes, it’s not always clear to us whether we have completely resolved the issue, to our customer’s satisfaction. And we get it; people are busy, and don’t always have the time to let us know.

It’s a balance. We don’t want to close a support request too early. On the other hand, we’d like to focus on working with customers on their important issues, not sending emails, chasing customers who just want to be left alone for a bit.

Our approach is as follows. We’ve built our system to automatically send a couple of very brief follow-up emails to customers, checking whether they still need our help. Otherwise we’ll assume that we’ve either provided the help needed, or the customers has decided to focus on something else, so we leave them in peace.

 

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