We are constantly developing improve our services and how we provide support. As you may or may not know we have been working on our backbone system to replace our current billing website and the Multicraft panel that runs our Minecraft servers. One of the parts to that backbone is our phone systems.
The old problem Our previous phone system tried to put callers into a queue and connect them with one of our staff members. One of the biggest problems is the fact that one of our members is in the UK and our phone system is based in the US. It was problematic to route the calls. Also we've had several issues with our existing callcenter that would drop calls or not even route them to a staff member. This left us with voicemail returned calls or missed interactions. This was NOT good.
The new solution We've built a new solution to help customers and our staff get in touch. We've developed our a callback phone system. You simply call our toll free number at 1-888-907-3220 and you'll be placed on a callback queue. After you've been placed on the queue a NodeCraft staff member will call you back to assist with your issue. No more waiting, no more voicemails, and no more missed calls. While it doesn't connect you to an operator right away: it ensures your call is dealt with as quickly as possible and you don't have to wait on the phone (no more hold music).