I bought a copy of their eSupport software earlier today. They needed me to confirm my order by phone to ensure it wasn't fraud. I don't know what they are thinking by calling at 3:30 AM. I gave them my address, which is in Pacific Time. They should know what time it was. On top of that, they sent me an e-mail asking me for the number to call. In it I said "Please call me between 11:00 AM and 11:00 PM PST" It's lucky I'm up at this time... but the rest of my family was sleeping. For a company that sells a product to help with customer service, I thought a call at 3:30 AM was quite amusing.
I guess maybe they have outsourced their customer service and when they called you it might be day over there and they just were doing there job without knowing that its 3:30am over there. Did they greet you good morning
I agree ^. I've had that happen once or twice before. If you ordered around that time they probably thought you were a 24 hour type of company and calling you wouldn't be an issue. I notice a lot of customer service companies never pay attention to the notes. Well, actually, just customer service period. A few times I've put out orders with specific notes/instructions and have had them completely ignored. I call the company and usually get someone who says 'Oh I'm sorry, we must've not seen that.' How can they not see it? I mean seriously THEY put it on their form. It doesn't just sit there to look pretty.
Regardless their reason for calling at that hour, they sell a product which is a help desk system with a sophisticated knowledgebase and suite of tools, which should help companies with this exact sort of thing. It doesn't look good for their own product! Their software should not allow calls to area codes which are out of a time frame.
I didn't say anything to them about it... I just wanted them to activate my order and not mark it as fraud. I don't understand why they needed to verify it via phone anyway... I already had a successful order with the exact same credit card.
Yep, I am (was, I suppose, since I sold my business) a longtime customer of Kayako and as far as I know, their entire team is in India. You should really notify them of this on their forum. There's no reason for them to call you at that hour. -Erica