Graphcard Improves on Customer Support?

Graphcard seems to be doing something they should have done much earlier – automated customer support.

Their customer support before now, had been via telephone, fax and email. Their telephone were only answered by a customer service representative during US working hours, and on business days only. Customers were asked to leave a message and their phone number, at other times. Well, Graphcard would only call you back if you left a US phone number in your message.

Email was hardly ever replied. I have written them to cancel my “virtual address” because I have no use for it now, but they have not done that, after several emails. They keep charging me $9.99 monthly for a service I am not using. When I eventually used it, they could not send me the exact forwarding cost. They only emailed me once, to inform me that the letters would be returned on a certain date. I promptly replied, but never heard from them again.
Going to Graphcard’s contact page (on their website) now shows that they have added an additional button labelled: “Online Support”. A click on the button leads you to a sophisticated helpdesk system powered by Expinion.net. It includes an FAQ section, Knowledgebase, and a facility for submitting questions to Customer Service.

This new addition should make their customer service much better since the process will be automated. Customers will only contact them if they cannot find answers to their problems in the FAQ and/or Knowledgebase.

This is a good development and I can only hope that it will be well utilized by Graphcard users, and run properly by Graphcard staff.