An Open Letter to Our Customers
We first want to thank all of our customers for trusting Inventory Source with their businesses, and we owe it to our customers to be as transparent as possible.
Within the past few months, Inventory Source has experienced significant growth in our customer base. With this growth, it has been more difficult to keep up with the large influx of support questions. Because of this, we have failed to keep our support promise when it comes to live chat communication.
We have noticed the ever-growing complaints when it comes to unanswered live chat and poor communication. For that, we are truly sorry.
We are committed to getting better and need to take a step back before we take a step forward.
Therefore, this is why we made the decision to remove live chat for the time being to focus on improving quality and responsiveness of support via email. We will seek to rollout live chat again in the near future once we feel confident we can provide quality support through the live chat function.
Also, we are asking for your help…
Unfortunately, do to our inability to fulfill on our support promises, our online reputation is being tarnished, as you can see below:
We understand these concerns, and we hear you, which is why we are making changes starting today and looking to improve immediately.
On the flip side, we also know that we have plenty of customers that enjoy our service and that our tools have helped hundreds of businesses grow and flourish.
Unfortunately, it’s much easier for angry customers to take the time to write negative reviews than it is for happy customers to write positive reviews. If you’re reading this and you have had a great experience with Inventory Source, we would greatly appreciate it if you took the time to review us on Trustpilot here: https://www.trustpilot.com/review/inventorysource.com. You can simply click “Write a review” and verify your review either by logging into Facebook or Google.
We’re even willing to compensate you with a $10 credit just for taking the time if you send us a link to your review.
To recap, all support related questions can be answered by either contacting us in the app via the “contact us” link, scheduling a call here or emailing firstname.lastname@example.org. Our email support has been the most efficient way of asking questions and resolving issues with an average response time of 3 hours.
We are saddened and sorry our live chat support has been removed in the short term. And, we hope you understand that we are working hard to make sure these issues are fixed and that we can better help every customer and business going forward. In the future, we hope to open up other support channels, such as more phone options once we know we are able to fulfill on that promise.
Thank you for taking the time to read this, and we hope these changes in processes make your support experience go much smoother.