We’ve all been there. A software glitch stops your workflow dead in its tracks. You rush to the vendor’s website, hunt for a phone number, and end up in a ticket queue that feels like a black hole.
| Channel | Availability | Response time (target) | |---------|--------------|------------------------| | Knowledge base | 24/7 | Instant | | Ticket (web form) | 24/7 | < 24 business hours | | Live chat | Mon–Fri 9:00–17:00 | < 5 min | | Phone hotline | Mon–Fri 9:00–18:00 | < 10 min (queue) | | Forum | 24/7 (peer) | 1–24 hours (volunteer) | kundenservice.lexware.de
Software updates are inevitable. Bugs happen. What matters is how you communicate them. We’ve all been there
Don't make your customers hunt for solutions. Anticipate their needs. A great support portal starts with "How can we help you?" rather than "Submit a ticket." | Channel | Availability | Response time (target)
Lexware understands that their users range from tax accountants to freelance carpenters. They don't all speak "tech." The portal is designed to solve problems before a human agent ever gets involved.