Hi @Cipher,

Thanks a lot for sharing your thoughts with us — it helps a lot! On behalf of Manychat, I can assure you that we understand the demand for chat support which will help align the meanings of contact with our brand.

However, as you already noticed, currently we’re not yet there both from the speed and channel perspectives. This happens due to our exponential growth — the Support team simply is not scaling as fast as our business does.

Please don’t perceive my message as an excuse — I intend to share more context so you don’t think we don’t care about our customers. Moreover, I’d like to shed some light on what we’re working on now to solve this problem as soon as possible:

• Collaborating closely with our Product team so you don’t even face the issues in the first place
• Improving our external content so you have all the needed information by hand
• Leveraging the AI where is relevant so you don’t need to wait for an answer from a Support Agent
• Moving to a new ticketing platform that will allow us to expand our channels
• Hiring and onboarding literally dozens of employees

As you can see, the scope is quite big — it would take us some time to fulfill your needs. We aim to make it happen by the end of the year so you can receive speedy help when needed and get even more value out of Manychat.

In the meantime, could you please share your ticket number with me so I can take a closer look at it? This will help me to do the homework properly and see if we have an opportunity to improve our quality as well.

I hope my message helps — please let me know if you have any follow-up questions.

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Oleg

Head of Customer Support @ Manychat

It does sound like Manychat is working on this issue, but you should still have REAL humans available via chat, not just bots / AI. That tech is not yet mature enough to handle 100% of your client-facing production support. And don’t tell me the only other option is to create a ticket and wait, that’s BS. 

Regarding your question about my active tickets, these tickets were closed without resolution: 272777, 333476, 333477. I likely have other unresolved tickets too. I’ve also submitted 4 or 5 other ideas in this portal that are worth looking at. 

Hey @Cipher! Thanks for getting back to me, I appreciate it 

We do have real humans behind the chat for a small portion of the users already. However, to make it a stellar experience, we need to build a scalable foundation that will add value to Manychat customers. We have some plans to experiment with chat this year as well, but so far I can’t commit to any specific ETAs or deliverables. Please bear with us!

As for the tickets you mentioned earlier, as far as I can see they’re all 2-3 years old and all different by nature. On my end, all the tickets were replied to and resolved according to the procedures that were relevant back in the day. Still, if there are any specific product-related issues/questions you need to help with these days, please let me know so I can help.

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Oleg

Head of Customer Support @ Manychat