When you call our offices, you may notice it doesn’t automatically ring anymore. Instead, you’re greeted by an auto attendant (with a familiar voice), and offered a department you’d like to speak with:
- Technical Support
While we always liked a person answering the phone, we had to weigh that against the increased cost of hiring additional staff to answer the phones, and felt this was not in the best interest of our clients.
Additionally, we’ve implemented a call queue on our Technical Support line, so in the event all technicians are busy assisting clients, you have the option to hold or to leave a message for a prompt call back.
Our Incident Team, led by Nate Sloan, has been doing a great job! As a reminder, the Incident Team’s role is to actively monitor the helpdesk for new tickets, and to start addressing all incidents within an hour of receiving the report (an incident being defined as an inability to do work).
Thank you, and please don’t hesitate to provide feedback on our services, as many adjustments we make are based upon client feedback.