Approaching the end of 2016, Wave is preparing to roll out some new Customer Support tools and policies. This also means the end of some old ways of doing things, including terminating our Premium Services support plans.
What's new, and why the change?
During 2016, Wave has worked hard to upgrade the quality and responsiveness of its Support services. We have improved from a typical response time of 3 business days to 1 business day or even same day responses in many marketsfrom a typical response time of 3 business days to 1-2 business daysresponse times, upgraded our Help Center to make our tutorials and FAQ content more useful and easier to find, and grown our team of Support Heroes.
Going into 2017, we intend some key actions to further improve the Support experience of all customers:
- We will be introducing a 'Help Widget' to all parts of Wave. Clicking on the new Help button will give access to relevant Help Articles in a floating panel right in the Wave application. You'll be able to search for more information, and jump straight to our full Help Center content.
- We will be investing in reviewing, updating and extending all our Help / FAQ article content, allowing you to find relevant articles to quickly answer most questions, without needing to wait for a response from our Support Heroes.
- If you do need to ask for help, you'll be able to create a Support Ticket from right inside the 'Help Widget', without needing to ever leave Wave.
- To provide even faster responses, Live Chat will also be enabled within the 'Help Widget' in many parts of Wave. (Note that access to Live Chat is not 24/7, and may not be available at busy times, when all Chat Agents are fully occupied.)
- To better serve a larger proportion of our customers across North America, Customer Support will operate from 9:00 AM to 8:00 PM Eastern, which is until 5:00 PM Pacific Time.
In any business, achieving the best possible outcomes is a result of prioritization, and prioritization means deciding what not to do, as well as what to do. In Wave's case, this means that we will be terminating Wave Premium Services, our paid support plans that offered 1 Business Day ticket response (now free for all customers), and Live Chat / Phone Support. These services cease as of the end of 2016, however with the improved response times now offered to all customers, we hope that most Premium Services subscribers will be more than happy to now receive excellent, free support instead.
Your Questions Answered
Below, we provide answers to some of the common questions that have been raised as we prepared to introduce these changes. If you have other questions, please post them below and we will add them.
If I am paying for Premium Support, will I get a refund for part of my last month's subscription when the service ends?
No. Wave will cease collecting Premium Service subscriptions from 1 December 2016, ensuring that no-one will have paid for service beyond the end of the year. Depending upon the day in the month when your subscription falls, you'll in fact see a short period of free service instead.
I currently subscribe to the Premium Services 'Plus' Plan. Will I still get access to Live Chat in 2017?
In 2017, you can expect support tickets you raise to continue to be answered within 1 business day, as they are under your Premium Services subscription. Additionally, you will likely be able to use Live Chat, but not necessarily all the time. Our new Help Widget will determine when to offer Live Chat based on multiple rules, including how you are using Wave, your experience with the software, and the availability of a Support Hero to chat with you at that moment. If Live Chat is not available at the time you are viewing the Help Widget, it will instead provide you the option to create a Support Ticket.
I currently subscribe to Premium Services 'Advanced' and have access to a phone number to ask questions. Will Phone Support still be available?
Direct access to Phone Support will cease when Premium Services is discontinued.
Why are you stopping Phone Support?
We understand that some customers like to be able to call and speak to a Support Hero, however after reviewing the performance of all our Support services, we found that providing Phone Support to even a small number of customers was making our overall support service to all customers much less effective. The key issue is that only our most experienced Support Heroes have the system-wide knowledge to staff a support line, where they could face questions about any part of Wave, as well as a vast array of accounting-type questions. Those same individuals are amongst our most productive Support Heroes, who could answer several tickets in the time it takes to complete an average support phone call, and whose skills are also best suited to updating and extending our tutorials and FAQ content, which can benefit thousands of users via our Help Center and new Support Widget rather than just one-at-a-time via phone.
I don't like using email and I'm happy to pay. Is there any way I can pay for direct access to Support?
At this time, we are not offering any Paid Support options. We will be keeping this under review, however, and anticipate designing some new 'coaching' services for customers who would like one-on-one help adopting and optimizing their use of Wave. Additionally, many of our Wave Pros offer accounting advice services.