Does anyone have an idea of of what a reaponsable response time from the SSC should be at this point? Does time of year effect response time? Are there other factors that determine respnse time that can keep my expectations within reason?
Thank you for writing. Our goal on the Support Services team is to respond to cases submitted via the SSC and email within 1 business day or less. As you suggest, there are situations that may delay response times. When a system wide issue occurs, the queue of cases may reduce our capacity to respond quickly. We highly encourage our customers to sign up for system alerts on the SSC to be proactively notified of any issues is impacting your business.
Support Services also experience some seasonality when certain verticles are preparing for their heavy selling seasons, such as right before President's Day, Valentine's Day, St. Patrick's Day, May Day, Memorial Day, Independence Day, Labor Day, Halloween, Thanksgiving, and of course preparing for the holiday season in December. These recognized seasonal holidays across geographies drive volume of sales up, as well as usage and support needs of our system.
The Support Services team is constantly looking to improve our ability to resolve cases. We participate in product training and encourage frequent contact with customers throughout an incident life cycle.
If you have further details of your Support Services experiences you would like to share, please email me directly at rachel.braynin@ChannelAdvisor.com.
Director, Global Support Services