EDITOR’S NOTE 04/21/16: 24/7 live chat will be available to all WP Engine customers starting Tuesday, April 26, 2016. Learn more here: https://wpengine.com/blog/24-7-live-chat/.
Update: We have extended our chat hours to 6AM to 8PM Central!
Today, WP Engine is incredibly excited to announce that all customers have the ability to Live Chat with a WP Engine support engineer. Live Chat is the fastest way to get support for WP Engine customers. Now, when you have a technical issue, instead of creating a ticket inside of Zendesk, you can choose to start a Live Chat and work directly with one of our awesome techs to quickly troubleshoot and resolve your WordPress questions.
WP Engine has always stood on the promise of offering world-class support, and delivering amazing customer experiences every time. Live Chat is one more step forward in creating the best possible WordPress hosting experience. We could not be more pleased to be offering this to our customers.
As of August 29th, every WP Engine customer had access to Live Chat from within the User Portal. Customer reactions and results have been amazing so far. Live Chat increases the speed our team can answer and resolve support issues, and means WP Engine customers continue to have an incredible customer experience.
In addition to the fastest response times ever, Live Chat also gives customers a great way to interact directly with our team members and experience the direct, personal attention that we believe is a key part of delivering amazing customer experiences.
Initial customer reactions have been amazing:
Loving the new @wpengine live chat support! @justinferno is my new support buddy 🙂
— Brad Williams (@williamsba) August 28, 2013
and @wpengine, you're totally #winning with the LIVE support chat!
— Daniel Schutzsmith (@schutzsmith) August 29, 2013
How To Live Chat
To start a Chat, login to the WP Engine User Portal and click on the “Support” button on top right of your screen (see screenshot). A drop-down menu will give you the option to either “Start a Live Chat,” or “Open a Ticket” inside Zendesk.
When you select “Start Live Chat,” a window will pop up with one of our WordPress experts ready to help you get your WordPress technical issues sorted out. Just let them know what you technical issue is, and they’ll take stellar WP Engine care of you! Live Chat is currently available to WP Engine customers during the hours of 9AM to 6PM, Central Time, GMT – 5, (the Live Chat link will only show during those hours) and we’ll begin expanding those hours very soon.
We can’t wait to chat with you soon. Thanks for choosing WP Engine.
I don't know if you just got an email from @wpengine, but if you did – I bet you're happy, right?
— Chris Lema (@chrislema) August 28, 2013
@wpengine No, thank you for fixing a minor issue via live chat in about 1 minute. #excelentservice
— Stephanie Bice (@stephaniebice) August 23, 2013
As if @wpengine support needed to be much better, they now offer "live chat" tech support 5 days a week? #WIN!
— Jason Bean (@JasonBean) August 19, 2013
Hey Austin! How’s it going?
I was excited to see this live chat feature, but I don’t see that option when I login. All I see is “Support Garage” and “Open a Ticket”.
Thanks.
James.
Hey James, thanks for the comment. I think you and I got this sorted behind the scenes. Feel free to email next time you have any issues!
-Austin
Why is this option no longer available? I used it once and it was great and now I dont have the option in my support menu.
Hey AJ, Live Chat is still available! It has business hours of 9am-6pm CST, so if you looked outside that window, it wouldn’t be available.
-AG
Would be great if you could be online when it suits us Brits! Cheers
Hey Elliot, we’re rolling out our hours to serve our customers across the globe. We’ll get our UK hours moving as quickly as possible.
Thanks for your comment,
-Austin
Is the live chat service only open on weekdays? I’m within the 9-6 window looking for chat support (which I LOVE) on a Saturday and “Start Live Chat” isn’t listed under “Support” like it normally is.
Hi Ian,
Thanks for getting in touch. Live chat is currently only available on weekdays (9AM to 6PM, Central Time, GMT – 5).
We’re working towards expanding those hours in the near future—we’ll keep you posted!
– Kirby
I have few pre-sale questions regarding your wpengine-read WP plugin
Where is the tech/sales live chat for non customers?
Thanks.
Hi Asher,
Thanks for your comment. Katie from our Sales team will send you an email.
(We don’t currently offer live chat to non-customers, but our contact form, email, and telephone numbers are listed on this page: http://wpengine.com/contact/).
– Kirby
Live Chat Option is work like charm on Wp-engine. i tried live chat of godaddy and hostgator they are good for nothing ultimately i had to call their support. But on Wp-engine all my queries are resolved immediately through live chat only. Great!