At the outset of vPlan, we made fundamental choices in our operations. One of the most important decisions was that our support department is not reachable by phone. This was a very deliberate choice, one that will not change in the future. But isn't this very customer-unfriendly? On the contrary! Let me explain the considerations we've made.

We're Always Here for You

 At vPlan, support is one of our most important processes. Satisfied customers are ambassadors for your company. We're always ready to help our customers with questions or issues. Therefore, we've set up an online help center. In the help center, you can find almost everything about vPlan, from setup to usage, with support from images and videos. However, if you can't find an answer, you can always reach us by email or through a request in our help center.

A Response Within One Hour

For us, email is the perfect platform to provide the best service to our customers. However, as an organization, you need to set up good internal processes. An email or online request is automatically routed to our ticketing system. Our ticketing system is fully set up to help you as quickly as possible. From day one, there's a simple rule: every email should receive a response within one hour on business days, preferably with a solution. We automatically keep you updated on the status of your tickets.

7 Reasons Why We're Only Available by Email

 To provide further clarity on why we're not reachable by phone but only by email, here are our 7 reasons:

1. When someone calls, personal contact is great, but it's also time-consuming. It interrupts the work that a support agent is currently engaged in, causing that particular customer to wait longer.

2. When someone calls, they determine the priority because they expect an immediate answer. Since we don't have a call center, you may end up in a queue. Nobody likes waiting. An email always comes directly to us.

3. Over the phone, it's sometimes difficult to explain what the problem is. With an email, you can attach more information, such as screenshots or even videos. It's a waste of time to hear over the phone that you still need to send an email.

4. Your question may be a bit too challenging for our support agent, so sometimes we need to involve a developer. Transferring a call to a developer isn't practical. Developers primarily want to write beautiful code and possibly solve technical issues. When you send an email, we automatically log this and schedule any potential issues with the developer. So, your question goes directly to the right person.

5. An answer over the phone can be forgotten. By responding to your questions via email, you always have everything in writing. Submitted questions are easy to find or check the status of.

6. Sometimes we want to take a look with you. It's a no-go to provide us with your username and password over the phone. Therefore, you can easily and quickly generate a support token from our application and email it. This way, we can easily take a look and potentially resolve any issues.

7. Do we never call? Well, we're not reachable by phone, but it's possible that we contact you. We do this at an agreed-upon time.

In summary, with email support, we're always accessible, can respond in-depth, provide higher quality, and assist you more quickly.