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Elance - Customer Service and Support
(Page 2 of 4)
Methods of Communication
Elance offers three primary mechanisms
for requesting support:
- Elance Ticket System: This system is built
into Elance.com and allows users to submit text requests for assistance,
and even include attachments. It is basically a replacement for email
- Phone Support: Elance users can call the
company’s toll-free number for support from 8 am to 5 pm US Pacific
Time on weekdays, and 8 am to 12 pm (noon) on weekends.
- Live Chat: Clicking the live chat button
in the support area brings up a window where you can engage in an instant
messaging session with an Elance support person.
Elance makes access to these options
fairly easy, avoiding the nuisance filter systems employed by some companies
to discourage support requests. The main customer service page can be
accessed by clicking the “Help” menu and choosing “Contact
Elance Support”. As mentioned above, Elance encourages clients
to call for help by putting their phone number on some of the most common
pages used by clients and even using popup windows.
Elance’s phone support hours
are not very generous given that Elance is a global business. Furthermore,
I believe these were recently reduced: I think they used to take phone
calls from 7 am to 7 pm PST on weekdays. That said, many sites offer
no phone support at all, so 53 hours a week is at least decent by industry
My recent experience with Elance support
has been limited to the ticket system and the use of live chat, and response
time for both was pretty good. I received responses to my support requests
generally within one business day. Live chat is of course instantaneous,
and I did not have a long wait time when I used this feature.
Years ago I had major difficulties
even trying to get a real human on the phone when I tried to call Elance.
My understanding is that this is now much improved; I have not heard
of excessive hold times for phone calls to support. Still, I’ll
have to wait to see how many rebuttals I get in my email inbox after
I publish this. :)
Replies to questions posted in the
Elance forum tend to be answered sporadically and inconsistently.
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The Online Freelancing Guide (http://www.FreelancingGuide.net)
Last Site Update: October 21, 2011
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