Hi ​@melissabarclay 

I don’t want to speak for the Mews side, best to potentially involve your account / customer success manager.

If you would consider payable support by external consultants, I would happy to suggest some with whom we have made good experiences.

Best, Marc

Hey Melissa,

we felt the same in the beginning. I basically read through everything and was eager to go through a lot of details to get it how I want it to work / to understand how the system works best. But still, I felt a lot of times lost and was very unhappy with the regular support. 

After 1.5 years we opted in for premium support from Mews. I am very happy about that and still use it frequently. The agents usually look directly into your request and try to help as well. Nowadyas my request are mainly deeper into the system and they need to escalate but still better then regular support ;) 

However, the community is sometimes a great hub for swarm intelligence and can help you find solutions as well. 

Anyhow, if you are brand new into the system, I´d urge you as well to get in touch with your customer success manager from Mews and request more training / guidance to set it up how you need it. 

Best,

Hendrik

Thank you ​@melissabarclay , for sharing your concern.

It is true that most of your communication with support is through email, and in some situations, they can set up calls. Please make sure to open tickets when you have technical issues or requests so we can assist you as soon as possible.

I am glad to hear that you are currently having a meeting with our team. Don’t hesitate to reach out directly to the appropriate channel when you need help, it will be our pleasure to assist you!

Sincerely,