We do not offer phone support at this time.
We had to make a decision a bit ago to either raise prices and offer good phone support, or keep prices low and deliver good email and sms support. We opted for lower prices, and to match what our peers do (Uber, Lyft, etc). It isn't perfect, obviously, but we hope we can still provide you great service via email/text.
Want to know the economics behind the decision? We are happy to share them, since we attempted to deliver phone support for some time.
To run a 24/7 call center, we have found that you need approximately 1 phone agent for every 100 customers, with about 1 phone agent for every 75 customers to deliver very low wait times (because peak capacity matters more than average capacity). The cost with managers, phone bills, office, and everything else ends up being approximately $17 per hour.
The math ends up being:
( $17/hour x 40 hours per week x 4.2 weeks per month ) / 100 customers per agent = $28.56 in additional monthly cost per customer for phone support.
The cost to deliver text and email support is dramatically lower, approximately 1/5 (ballpark $5/mo per customer).
So is text/email support better? Definitely not in every way, but it does allow us to keep our prices low and continue to pay much higher than average pay to our Homekeepers. Please give us feedback so we can continue to refine the model.