In the world of automation and AI chatbots, live technical support is becoming a real premium service. When you have a question about setting up anti-spam protection or need to understand how the service works, the last thing you want is to explain your problem to a robot that gives standard answers from the knowledge base.
Live people instead of soulless bots
While most companies are transferring their first line of support to automated systems, CleanTalk is going against the trend. Our technical support is live people from the first second of the request. No multi-level menus, virtual assistants or attempts to “reformulate the question for the bot”.
Why is this important for an anti-spam service?
It would seem that there is only one problem – the form blocks users. But the solutions can be radically different depending on how exactly this form is created and integrated into the site. Just look at the number of direct integrations that we had to do – each requires its own approach. The automatic system will give a standard answer “check the settings”, and a live specialist will understand the specifics of your configuration.
Experience that cannot be replaced by algorithms
The average length of service of our technical support team is 6 years. During this time, people have encountered a variety of situations:
- Non-standard hosting settings
- Rare plugin conflicts
- Features of various CMS
- Specific business requirements
When a person has been working with a product for several years, he already intuitively understands which direction to dig in. This saves time and nerves for all participants in the process.
Knowledge of the product in detail
Our specialists do not read ready-made scripts from the knowledge base. Everyone understands all aspects of CleanTalk:
- How Spam FireWall works
- Features of integration with different plugins
- Working with the API and setting up web hooks
- Diagnosing problems through log analysis
- Configuring exceptions for specific tasks
- Anti-Spam Algorithms
- Payment details
As a result, one person can bring the problem to an end without transferring you between different departments.
Live dialogue solves more
In the era of chatbots, human communication has become a rarity. But live dialogue gives what no automation can:
- A specialist understands the context of the problem, even if you described it not very accurately
- You can ask clarifying questions and get an answer
- An experienced person can suggest the cause based on indirect signs
- If necessary, you can adapt a standard solution to your situation
Not just performers, but participants in the process
Our support staff do not sit in a separate call center and do not work according to rigid scripts. They actively participate in the development of the product:
- Analyze common user problems
- Analyze clients requests feedback for anti-spam
- Suggest improvements based on feedback
- Test new versions and integrations
- Help create documentation and instructions
Therefore, when a client contacts us, a specialist thinks not only “how to solve this specific problem”, but also “how to make sure there are fewer such problems”.
We work ahead of the curve
The standard approach of many support services is to get as much information as possible from the client, and then start to figure it out. We do the opposite.
After receiving a request, the specialist immediately:
- Checks your account settings
- Analyzes logs for the recent period
- Looks for possible causes of the problem
- Prepares several possible solutions
As a result, you receive an answer not in the style of “send a screenshot of the problem”, but with specific suggestions on what to do.
Why is this especially important for anti-spam
An antispam system is not just a plugin that you install and forget about. It is a complex product that:
Integrates with dozens of different forms and plugins
Depends on server settings and hosting features
Requires a balance between spam protection and user convenience
May work differently on different sites
Such tasks require an individual approach. You need a specialist who can quickly understand your specific situation and find the best solution.
As a result
The result of this approach is a qualitatively different level of support:
Problems are solved faster, because time is not wasted on “pumping” through different levels
The solutions are more accurate, because the specifics of a particular case are taken into account
Customers receive not only a solution to the current problem, but also recommendations for the future
Live technical support is not an additional service, but a part of our product. Because good spam protection is not only the right algorithms, but also people who will help to adjust these algorithms to your tasks.
You can contact our support team by email at su*****@*******lk.org or create a support ticket at https://cleantalk.org/my/support.
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