Email, Call, Or Ask The Community?

January 27, 2021 ,,Comments Off on Email, Call, Or Ask The Community?

I took this screenshot on the Amazon KDP site.

Putting email, call, and community together without any explanation of the pros and cons of each is silly.

For most people, the obvious answer is to send an email. Why pick up the phone or try to figure out a community (and ask your question in public) when you don’t need to?

Alas, this limits community participation and increases (rather than reduces) the number of questions customer support needs to resolve.

If you have a similar contact form, be clear about the unique benefits of each or which questions are the best fit for each channel.

If it were me, I’d recommend something like:

Search for an answer (search for terms in community/documentation)
This should appear above any other option across the top.

Ask the community (avg. response time [x minutes])
For questions about payment, processes, publishing and using the site

Email (avg. response time [x minutes])
For questions involving some personal information, i.e. [x], [y], [z].

Call (avg. response time [x minutes])
For complex questions requiring a lot of personal information.

These are just examples, but you get the idea. Don’t simply lump the three options together without any explanation of each.

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