Request a Live Support Call

Support Call Toy: Okay, first we have to clarify that if you talk to the boss about this, you must refer to it as a “productivity enhancement technology using web applets and database connectivity”. That should be enough “techno” speak to achieve the desired nod of the head as they move off to “manage” someone else.

But still, it’s pretty cool. The support call has not really changed since the beginning. You call, we either answer the call, or more likely have to call you back. Then you’ve got to go to the restroom and you’re torn between waiting for our call and THE CALL. So you wait… anxiously, wait some more, while the need grows… and you wait some more, until finally you decide that the chances of us calling in the next two minutes are nil, so you go. And of course, that’s when we call, and you’re not available, so we leave a message and your call goes to the bottom of the list. As Charlie Brown would say, “Arghhhh…

Mission Control: Wouldn’t it be easier if the Support department was in your office. That way when you went to lunch, they’d know not to call and when you got back, you could talk with them immediately. Well now you can, sort of. Click on the following link: http://ws1.teamdme.com/supportweb/SupportWebEnterCall.aspx

What you’ll see when your web browser opens is our new Create Support Call web applet. You can enter your name, phone number and a brief description of your problem. When you click Submit, a Call Request is entered directly into our Support Call system. You can also choose a Preferred Technician or the first available technician.

Once you click submit, you’ll see your call in the browser along with the Average Callback Time and the number of Calls in Queue before you. The browser screen refreshes each minute, so you can actually see your call moving to the top of the queue.

May the Force be with You!: The real power is in the buttons. When you first create a call, you’ll see two buttons labeled “Close Call” and “Hold Call”. Close call is kind of like saying, “never mind, I solved my own problem”. We like those kinds of calls. Hold call means, “Don’t call now, I’m not available”, but your call continues to percolate to the top of our queue. So when you get back from lunch or the restroom
and click “Release Hold”, your call is at the top of the list. You can hold/release your call as many times as you like and your call is never disadvantaged when on hold.

But if you forget, and you are not available when we call, you’ll see the status change from “Open” to “Called”. Instead of calling us to say, “I’m back now, have support call me.”, just click “Reopen Call” and your call status will change from “Called”, to “Open”

Give it a whirl!: Go ahead try it now, and see what you think. (1) Click on the link above. (2) Bookmark it for later by clicking, Favorites, Add to Favorites in your browser. (3) Enter your call information. This will be saved for later, so make it real, but enter “TEST, DO NOT CALL”
in the Problem. (4) Click the submit button to create a Support Call. (5) Have fun, watch your call move up in the queue, put it on hold, release it, close it, reopen it, etc. We’ll delete it after about an hour.

While clients are testing the applet, the Average Callback Time and the Calls In Queue will be grossly inflated, as we are not “calling” on these issues. Don’t be alarmed.

Benefits List: So let’s see: The new Support Applet is:
(1) Faster for you to request a support call.
(2) Lets you know where your call is in the queue, so you don’t have to call again to ask, “how much longer?”
(3) Gives you the control to hold the call at any time and resume when you are ready.
(4) Lets you ask for a return call easier if you were unavailable when we called.