iRun Review: Customer Support (2 stars)
Customer Support Not Fully Functional
Live chat isn't on line yet, but at least email support is reliable. The biggest problem is that the documentation is seriously lacking. The quick help question marks throughout the builder help point the way, but there should be fully detailed support documents that walk you through all the different processes of using the builder.
Live Chat Isn't Working
The iRun customer support system is supposed to be a combination of live chat and email support, but we were never able to find the live chat system functioning. From what we could tell, live chat is not yet operational. There is no indication as to when it will be available. It was a let down. iRun probably shouldn’t have any mention of it on their website if it is not yet in use.
No Help Here
Email Questions Answered Quickly Once the Form is Filled Out
iRun's email support, on the other hand, is fully operational. Using their online form, you fill out your details and ask your question. They do require you to fill out a form first and it takes awhile because it has so many fields. Why do they need your phone number when they do all correspondence by email?
So Many Fields!
Once the form was filled out and the question sent, iRun was pretty quick to respond to email questions. We asked two questions: a simple one (“How do I add a link?”) and a more complicated one (“How do I set up a merchant account?”). The first question was answered in 44 minutes, while the second one was answered in 52 minutes.
The answer to “How do I add a link?” was clear and understandable. The customer support rep answered the questions with specific steps and a screenshot showing the location of the ‘add a link’ icon.
A Picture is Worth a Thousand Instructions
The reply to “How do I set up a merchant account?” was shorter, only indicating where to do it in the website builder. At first we thought this might be a bit lazy, but upon closer examination, the process of setting up the merchant account was easy enough to do that it really didn’t warrant further explanation.
Online Documentation is Sparse
There are handy hints throughout the builder that pop up when you click on the question marks scattered throughout the program. They provide direction and quick tips on specific aspects of the builder. No other builder has a system like this.
Click Here for Clarity
While the little question marks provide you with quick help and tips, they don’t answer complicated questions. There are no documents that give you step-by-step instructions with screenshots for the different things you can do with your website. There is a “Getting Started” guide, but all it does is take you to the place in the builder to do the indicated task. This is an area that iRun really needs to work on.
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