Live support only for clients
Often, when I reach out, it’s on behalf of a client who is experiencing an issue or confusion in the platform. In the past, being able to collaborate directly with User Operations allowed me to triage and resolve these matters quickly and accurately, which reflected well on both PI and our partnership. Live support only being available to clients limits partners ability to resolve things quickly. Additionally, it used to be when we called into live support that we could resolve issues immediately with anyone who answered the phone. Now it seems that everything must be re-routed or escalated. With fewer folks in user ops wouldn’t in make sense that they are trained to be able to resolve without needing to escalate to another member of user ops? We’d love to discuss this with someone so we can better understand how we can best work together to quickly resolve client issues and continue to serve the partner.
(continued in the comments below)
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11 Nov, '25
Becca VanDerveerpartner/client relationship.
Additionally, direct, human support has always been at the core of the PI experience and one of the reasons clients trust the platform and the partnership so deeply. While I understand and appreciate the value of AI and chat-based tools for efficiency and scale, I do worry that leaning too heavily on automation in the future could make it harder to deliver the level of service clients expect and deserve.
AI should be viewed as a tool to support people, not replace them. Maintaining accessible, live support especially for partners acting on behalf of clients ensures that we can continue providing the responsive, relationship-centered service that has always set PI apart.