Should WyzeCam’s Support change their procedures?
1: Perhaps don’t issue a new ticket # every time customer responds by email, to an email from Wyze Support which already has a Ticket #?? Sometimes clarity for some customers needs a little more interchange than a glorified FAQ. I already have a bunch of Ticket #s for one thread.
2: If WyzeCam Support would like responses covered by another entity to verify Quality Control, e.g.: “Stella”, then always make it clear at the START of each message from Support, that we can expect such an email. I put mine in Spam right away until I verified its validity.
Also, 3: Maybe Support could / should verify if you are Direct employees to Wyze or has Wyze outsourced their support functions e.g.: to ZenDesk (seems to be the most common one)? It does matter to me, though I have no complaints about ZenDesk except they make it IMPOSSIBLE to maintain continuity with the SAME HUMAN on a complicated or confusing issue. The “new handler” in a thread, NEVER EVER reads what went before. It is as bad as trying to tell your story to the cops, repeat repeat repeat. Maybe the cops have a purpose with that, but in a Customer Support setting it is counter productive.
And: no “outsourced support” does as well as in-house. Especially for a rebellious sort such as I, who dislikes “being handled” i.e.: disposed of.
Hope I can be somewhat helpful with these suggestions.