I hope this message finds you well. We are reaching out to inform you of some significant changes to our support system, which we believe will enhance the overall support experience for our users.
Transition from Phone to Video Calls
Effective 1st November we will no longer be offering telephone-based support. While we understand that phone support has its advantages, we have chosen to transition to a more interactive and personalised video call support system. This decision comes after careful consideration of feedback from our users and our ongoing commitment to providing top-notch support.
Why Video Call Support?
Face-to-Face Interaction: Engage directly with our support team, building trust and ensuring clearer communication.
Screen Sharing: We can guide you step-by-step, sharing our screens or viewing yours to resolve issues more effectively.
Flexibility: Book a slot that fits into your schedule, reducing wait times and ensuring you get the attention you deserve.
How to Book a Video Call
It’s simple! Visit https://thewebsitespace.com/booking to select a time slot that’s convenient for you. While booking, you’ll also have the option to select the right team member for your project, ensuring that the most suited expert is addressing your needs. However, please note that Oliver (“Ollie”) has limited availability. While you can opt for a session with him, there might be times when your meeting with Ollie could be handled by another equally competent team member. We appreciate your flexibility and understanding in these scenarios.
Once booked, you’ll receive a confirmation email with all the necessary details to join the video call.
Changes to WhatsApp Communication
Starting from the 1st of November, Oliver (“Ollie”) will no longer be using WhatsApp as a form of communication for support-related enquiries. We have decided to centralise our communication channels to ensure that all requests are handled in the most efficient and organised manner. This change is in line with our transition to video call support, aiming to provide a more streamlined and effective experience.
For any queries that you would have directed to Ollie via WhatsApp, we encourage you to use our new video call system or reach out through our support email. This will help us in maintaining a high standard of support and ensuring that your issues are addressed promptly and effectively.
Urgent Website Issue?
If you are experiencing an urgent and critical issue with your website that’s affecting your business operations, don’t hesitate to reach out to us immediately. Please send an email to support@thewebsitespace.com, and our support team will jump into action to assist you right away.
Our support inbox is monitored from 9:00 AM to 5:00 PM, ensuring timely responses to urgent matters. We understand the importance of swift resolution when it comes to business-critical issues, and we are committed to providing the fastest and most efficient service possible.
Feedback Welcomed
We understand that changes can sometimes be daunting, but we’re confident that this new system will provide a more streamlined and effective support experience. As always, we greatly value your feedback. Please let us know your thoughts or any concerns you might have, as we continue to refine and improve our services based on your input.
Note from Ollie
Decisions of this nature are never made lightly, yet our expanding business necessitates a shift in how we provide support. Regrettably, we can no longer sustain phone support services at our existing pricing structure. Rest assured, our commitment to delivering exceptional service and surpassing client expectations remains unwavering. However, please note that unlimited support is exclusively provided to customers on our TWS70 hosting package or those engaged with our SEO services.
Thank you for your understanding and continued trust in us. We are committed to ensuring your experience with us remains exceptional.