We want you to be successful with our software. We realize that
if your software doesn't appear to be working properly, or if
you can't figure out how to do something, then this can be very
stressful. Especially if you have deadlines with customers. All
you want is HELP!
Helping you keep your business running is our goal. There is
also a lot you can do to help yourself and to prepare for
getting the most out of your support call. The following is a
set of tips for your call with a Customer Support
representative.
Before Your Call
- Familiarize yourself fully with our
Customer
Support policies.
- Register your software -
email or fax your customer
ID & Product Serial Number or your invoice to 852-2598-2000.
- Make step-by-step notes of what you tried to do, and
what happened as a result.
- Try to repeat the process - if there is an error
message, make a note of it or take a screen shot.
- You may have a common or easily resolved issue. For the
fastest resolution, read everything you can in help files,
manuals,
FAQ lists; and search our
free
Knowledge Base.
- Make sure you have
downloaded the most recent
updates and patches.
- Locate your product serial numbers (find this by
clicking "Help", "About" in the software).
- Have notes ready on the following:
Software and version number, plus the series and build
number (click "Help", "About" in the software)
Operating system of your computer (eg: Windows 2000, Windows
XP)
Operating system of your server (if applicable)
Other software and version numbers used in conjunction with
our software - (eg: Outlook 2000; or Palm m100 with Palm
Desktop 4.0, accounting software, etc?
Computer hardware specifications (RAM, processor)
- Have your manual on hand, and make sure that you have
paper and a pencil to take notes.
- If possible, try not to call during the last half hour
of the day - all calls started before our phone queues close
will be completed, but we do not pick up unanswered calls
from the time that the queues close. Support hours are 9am
to 5pm, Monday to Friday (excluding holidays)
- If your computer technical knowledge is poor, and
especially if your issue relates to networked copies of our
software, try and find someone with more advanced skills to
make the call on your behalf.
Phone holding times vary. Please be patient with us as we
service all of our customers. Once you have entered the phone
queue, you will get faster service by holding instead of hanging
up and redialing.
When you reach a Customer Support Rep
- No matter how serious the issue or how long you have
been on hold, please be ready to patiently describe your
situation in as much detail as required. Your Customer
Support Rep is there to try and fix your issue: any problem
that you have is not specifically his or her fault and
letting your frustration get the better of you will not help
you get a solution. If you want to register a complaint of
any kind, please
email this. Abusive callers
will be put through to voice mail.
- Be specific and refer to the notes that you made or any
screenshots that you took.
- Do not interrupt questions or explanations, and please
do exactly what the Rep asks you to do - your call will be
more efficient this way.
- Take notes that you can refer back to.
- Be prepared to create reports that you can
email to us so that we can
investigate further if necessary.
- Your Rep may ask you to carry out a set of steps and
then phone back if you are still having problems. If you are
asked to do this, please comply and again take notes for
future reference.
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