Groupcall Messenger - support

[jemal]

Anybody having issues with Groupcall Messenger or trying to contact their support this week. Yesterday we had a anomaly in some student/parent data, and today the website is a bit patchy sometimes showing html errors or timing out between actions. The london phone number I usually use for support doesn't seem to be picking up, the support phone number on their website both yesterday and today is telling me that they are getting very high amount of calls (despite also telling me I'm first in the queue), and automatically cutting me off after 15mins of holding. The online chat system on the groupcall messenger website says it's offline, and I've not had response yet from the online support form I submitted yesterday morning. Kinda feels like nobody's home?

[GREED]

I no longer work for Groupcall (as of 10 days ago) but before i left the non-London number on the website is the only channel for Messenger support queries. I am also aware that online chat has been discontinued.

[MikeW]

I wasted the best part of an hour this morning on the phone to 'Community Brands' support trying to get through with similar issues on Groupcall Messenger (not for the first time either). What was once excellent support provided by Groupcall for their products is now in the hands of www.communitybrands.com and is non-existent. I will be looking elsewhere when contract renewal time comes around.

[jemal]

Cheers for the replies, Not just me then! I too rated groupcall support good, albeit it's been quite a few months since I last had to use it. That was before any mention of 'Community Brands' on their website and on the phone line.

[timbo343]

GroupCall support used to be great! But in ter last 6 months or so it's certainly gone south in a big way and now a 3rd party has taken over their call handling, things really aren't as smooth as what they used to be.

 

We too have had difficulty getting through to the "proper" groupcall support agents and i am aware that the 3rd party company which is managing the calls does get in the way and messages from clients to GroupCall support agents don't always get through or the information passed on gets lost amongst the way.

 

To me it sounds like Capita have moved in!

[GREED]

GroupCall support used to be great! But in ter last 6 months or so it's certainly gone south in a big way and now a 3rd party has taken over their call handling, things really aren't as smooth as what they used to be.

 

We too have had difficulty getting through to the "proper" groupcall support agents and i am aware that the 3rd party company which is managing the calls does get in the way and messages from clients to GroupCall support agents don't always get through or the information passed on gets lost amongst the way.

 

To me it sounds like Capita have moved in!

We had some good chats didn't we! In fact you god some Dev done just for you I remember!

[DrBeaker]

We had some good chats didn't we! In fact you god some Dev done just for you I remember!

See what you've done Graham? You've left there and it's all gone to hell in a handcart. [emoji14]

[timbo343]

We had some good chats didn't we! In fact you god some Dev done just for you I remember!

Indeed so! and still to this day i still mention it to other school-to-parent systems at how GroupCall built a feature in for us which i hope has given light to other schools too.

 

In my opinion the product that GroupCall have is great and certainly trumps the competition for us on both functionality and cost but time has pushed us and we have a new MIS and GroupCall Messenger doesn't integrate well with it, even to the point where we have had to go back to basics for somethings until we get grasp of new processes.

 

I hope you didn't leave on bad terms and that it was "just time for a change" though have things gone south since you left?

 

Once you get through to a support agent at GroupCall they will bend over backwards for you but getting there is like pulling nails. One of GC's support agents was such a joy to work with and had a good telephone relationship with them.

 

I do hope GroupCall can sort their support concerns out!

[GREED]

See what you've done Graham? You've left there and it's all gone to hell in a handcart. [emoji14]

Couldn't possibly comment [emoji2957]

[GREED]

Indeed so! and still to this day i still mention it to other school-to-parent systems at how GroupCall built a feature in for us which i hope has given light to other schools too.

 

In my opinion the product that GroupCall have is great and certainly trumps the competition for us on both functionality and cost but time has pushed us and we have a new MIS and GroupCall Messenger doesn't integrate well with it, even to the point where we have had to go back to basics for somethings until we get grasp of new processes.

 

I hope you didn't leave on bad terms and that it was "just time for a change" though have things gone south since you left?

 

Once you get through to a support agent at GroupCall they will bend over backwards for you but getting there is like pulling nails. One of GC's support agents was such a joy to work with and had a good telephone relationship with them.

 

I do hope GroupCall can sort their support concerns out!

It's what I always aim(ed) to deliver! And it worked for a bit (I know I'm shocked too!).

 

I am sure they will get things sorted.

[jemal]

yay groupcall called back and sorted the issue promptly. The details I submitted when logged into the messenger website (as a web form on the dark background) was what was picked up, I think I initially submitted that about 48 hours ago. So my experience matches what's been said here, once you finally get through then it seems to be similar to the old excellent service.

In future I'll remember to log on that web form first, and to include my contact number in the details, as they called up school reception in order to reach me rather than by email.