Today we want to give you a thought-out, thorough response, so that you can understand the reasons why we don’t offer that extra life-line.
Phone support does cost a lot of money, and currently we only receive 1% of requests asking for it. Having this extra feature would ultimately mean raising our prices, and we don’t think that it makes sense for just 1%.
At Spreaker, offering the best customer support is a priority, and that’s the reason why we’ve chosen to offer standard support via email. In all of our experience, we haven’t yet encountered an issue that couldn’t be resolved that way.
We strongly believe that our failures can be measured by the support requests we receive. If a feature is confusing or not working for a customer, then it’s probably a user experience issue that needs to be resolved on our end. Having said that, we prefer to invest our time on improving our product, rather then spending precious resources on phone support. It’s a matter of choosing long-term investment over short-term solutions.
In the future we hope to be able to offer more channels for our customers to communicate with our support team—but we insist on not doing it at the expense of our products.
So, no phone support? No panic! We’re still here to help you!