Wait Time

Customer service is excellent but the long wait times, over 15 minutes, need to be cut down.  There is nothing more frustrating than waiting for more than five minutes for customer support.

21 Comments
Participant
I'm now on line for over 30 minutes waiting for an account manager. This my fourth attempt in two weeks to get through . I want to cancel my account but I can't get through on the phone and there is no way to cancel online and you continue to bill me. I will be referring this issue to my state's attorney general if I don't hear from you by tomorrow and cancel my account.
Participant
I tried calling you but you couldn't get to me . I waited. Now I would like for you to cancel my account. I am I'll. And I can't work on my business while I have brain damage. I chose to stop in the middle of getting my site finished. Yes I know I am stupid for doing this, but I must choose this. Don't tell me I have to call I tried that already. Thanks, Pamela Owen @ Herbs Bees and Yummi Teas.
Frequent Participant

I had an unacceptable hold time in queue.  If you had the option or ability to leave a call back request I could have a much more productive morning rather than being on hold in your queue

Occasional Participant
I would like the option to have events in date order. For example I would like the option to see my events in calendar order from today's date to an event that is coming in the future. Do not include events that have passed. For example I have an event in August but because I set it up earlier than other events it doesn't show up unless I keep scrolling down past events that have been already held. I want to have the option to see all my upcoming events in calendar order.
Moderator
Status changed to: Voting Open
 
Participant
40 minutes so far!!! Are you kidding me?? This is garbage. A complete waste of time.
Participant

Totally agree -- I waited for more than an hour before I had to hang-up in frustration.  I could no longer stand listening to their insipid hold music and annouced apologies for the wait -- "...but please hold on, we'll get to you soon."  All this after they doubled my monthly rate without informing me why -- I still have no new information.

Participant

Been on hold for 1 hour and 26 mins for billing,  here we come!!!

Participant
you just lost a renewal
Participant
I am on long hold and never get to attend to my business with constant contact in time. Why don't you introduce feature of getting call back when its my turn instead of making me wait endlessly?
Participant
too long of a wait they apologize through a recording often they should spend some money on hiring enough employees
Participant
 
Employee
Status changed to: Open Questions

 Hey @PattyG21, thanks for your feedback! Could you provide some more information regarding the issue? Were you calling into support, waiting to chat with support, or something else? 

Consulting & Training
unacceptable long wait. Been at CTCT user for 10 years. CTCT ads on hold repetitive. Music annoying. C'mon guys. You can do better.
Health Practitioners & Centers

Been a customer for over 10 years. I keep hearing the message "wait times are longer than normal..." and then have to listen to that nauseating music for a LONG time. I do wonder though, if I get this message most every time I call, what's "normal?"  It's insane and clearly shows you don't really care.  So, if you DO care, why not adopt the strategy that most large companies use, and that is offering an option to have YOU call ME back?  That way, I don't have to sit here by the phone forever.  I might even have a minute to get to the bathroom.  Just an idea.

Frequent Participant

Called in yesterday to discuss an issue of account access.

Call answered my question so no concerns on the issue that prompted the call.... BUT

when I called in the auto answering system informed me that the agents were busy helping other clients...

Fair enough.

Then I was informed my call would be answered in the order it was received ... Fair enough

Then I was informed the wait time would be/could be up to 15 mins....

Hmmm not so good.

Worse perhaps unacceptable..... no option to enter a queue and maintain my position in the queue by leaving a call back number so you can call me back when agents are available.

It is completely understandable that agents get busy. Having me keep an open line on my telephone while I wait 15 minutes listening to a repeated message of how sorry you are and how much you appreciate my patience is not.

Recommendation ... Add call back option to waits longer than say x minutes.  

I only call when I have an issue I want resolved - quick resolution of questions is important for my use of CC so I can move on to the next project, item on my to-do list.

There is room for improvement.

Health Practitioners & Centers

If I have to listen to "Hi, so sorry for the delay. It's a busy support day, our lines are busy with customer calls, we'll get to you as soon as possible."  

 

I have been with you for ten years and I ALWAYS hear this...if it's so busy, why don't you hire some additional support techs?  What an idea!!!!  If I'm so important as a customer, stop treating me like dirt.

Participant
I am cancelling because your hold times are CRAZY. They have been CRAZY for the past 10 years. :frown:
Participant

You would think that a communication company would not need to place a customer on hold for 30+ minu

Participant

I have tried to call in to reach someone about my membership billing and have been on hold over 20 minutes.  There is also no other way to reach someone about billing questions. 

Regular Participant

I've been on hold much longer than the maximum seven minutes that was estimated. I was never offered a revised estimate of the time to wait or an option to receive a call from one of your agents. Please make that possible so that your customers don't need to wait for long and unknown amounts of time.

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