They genuinely are very helpful. I always get the feeling I'm speaking to a human being that knows enough technology to answer my questions, and has the empathy to try to understand my problem.
I remember on one occasion needing to extract billing info from a number of different accounts that were under one master account. The support explained there was no native solution, but helped me come up with a workaround. That kind of support is sadly missing from a lot of vendors.
I'm very proud of our support team! That's exactly the kind of help I'd expect them to give anybody :)
We are expecting people to pay money for a service which others provide "for free", so we need to differentiate ourselves, and having real humans who not only provide great service, but are located close to the technical teams and can feed quickly back to improving our service is a key differentiator for us.
I remember on one occasion needing to extract billing info from a number of different accounts that were under one master account. The support explained there was no native solution, but helped me come up with a workaround. That kind of support is sadly missing from a lot of vendors.