Does Fastspring provide phone support for customers?
Customers can call and leave a message with our phone support service, but we generally respond via email. The typical path is if they do have a problem (declined card, abandon shopping cart, etc) we display a browser window inviting them to contact us or try again. If they choose contact us, they get to write us a note, and it also includes the context so we can see exactly what they are trying to order with their contact info and details about where they are in the process. Most of the time they are so pleased with how quickly we get back to them that they make sure to get the purchase complete, even if it means they have a problem with one credit card and have to try another. We know some other companies claim phone support, but in reality it is at times a bit of a smoke-screen. They do offer it, but typical hold times and the general lack of knowledge on the part of the phone operators is often so bad that it frustrates customers and ends up costing you more sales than it saves. Yo
