Here are my current concerns with the new system. Does anyone have anything to add?
1. The CSI's that seem to have never arrived for a good chunk of users
2. The number of steps to get to support (used to be just hitting 1, now you need to go through a gauntlet of queues that also don't seem to make intuitive sense.
3. The rep said that you will no longer be able to immediately speak to an Eloqua Support person. They said the new process is that a case needs to be created and you need to wait till someone is assigned and then try to reach them. This is a huge waste of time, especially if things are going wrong and you need immediate help. It also creates more times that you are mentally having to get on board. Often when calling in, my calls could be answered quickly and easily. It didn't take long and explaining the problem was easiest by phone...and not having to repeat or re-explain yourselves. I think this will not only slow down resolution times, but also take up more support resources as you will need to have the problem explained multiple times.