Here’s an interesting way to do customer support. A recent email sent to support returned this message.
*** This is an automated reply ***
Thank you for contacting ████ !
Due to the high volume of email that we have received recently, our email handling times have temporarily increased. You may find that for a more timely response, our representatives can better assist you by phone Monday – Friday, 8:30 am – 6 pm (ET) at ████████ .
You can also access our most requested information through our website around the clock at ██████ .
Thank you for giving us the opportunity to assist you!
████ Member Services
If I contact you by email, usually I need or want a response by email. I waited over a week for a response and then finally called them. They were polite but had no answer for when they were going to contact me to resolve the login problem.
If you do business online and are unable to support that service online, there is a problem. One solution might be to allow the user to service the problem themselves by resetting passwords or user names under their member services account. It is always a good practice to communicate any delays and set realistic expectations for when you will be able to help with the problem.