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We don not currently provide telephone support because:

  1. Telephone support is ineffective, costly, and time consuming. Research shows it can take up to 5 times longer to fully rectify issues over the phone (assuming the call is answered immediately). We want to be able to make sure your questions are answered quickly, and to your satisfaction - using email means we can make sure that happens without delay, and nothing gets missed or overlooked.

  2. With email, nothing gets lost in translation. If your query needs to be handled by a specific team member with particular relevant knowledge, there is no additional delay involved in obtaining the proper assistance, and your complete query is delivered to the person who will handle it from start to finish.

  3. We are obsessed with making sure minor issues do not become major ones, and providing support via email means we can spot trends and repeat issues that multiple customers are experiencing, and also retain a history of your particular queries to help with repeated or related issues you may have in future. Providing support via email means we can do something once, and it is recorded permanently. This all allows us to further refine our product offering and continually improve the service we provide.
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