Long sales/support hold times

Today we have been having challenges keeping hold times to reasonable levels. We are suffering with hold times of 15-20 minutes today. I am very sorry for the long wait if you need assistance!

Recently we merged sales and technical support into a single group, so callers reaching out for sales receive the same customer service experience as support. That’s great because sales inquiries reach knowledgeable technical personnel, but when hold times are long it can be frustrating.

The primary call volume has been related to our Fusion product. If you are interested in Fusion, please review the sales material on the website, and keep in mind that signing up online will be the quickest way to have your order processed. It’s not necessary to call us. If you have any questions about the product, you can also write to sales@sonic.net with any questions.

For support issues that do not require an interactive dialog, feel free to email us at support@sonic.net and we will reply as soon as possible.

We have five new call center staff starting next week. Thank you for your patience as we grow!

-Dane

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