Support: Your Helping Hand5 Sep 2016
Everyone needs a little support sometimes. It doesn’t matter if you are completely new to something or have been using it for decades, sometimes you just need a helping hand.
In this blog series, we are looking at each part of the OpenCRM machine, and how each part is beneficial to the bigger picture. We started off with Tom’s post on the heart of OpenCRM, and this post looks at our Support’s helping hands.
OpenCRM is so dynamic and vast, and can do so many great things, that from time to time, you can find yourself getting lost. So if you ever find yourself using OpenCRM and needing some support, we’re here to help.
There are three ways you can get in touch with us here on the Support Desk: via email, LiveChat, or an old fashioned phone call*.
When you contact the Support desk, you will speak to one of our lovely team who will log a ticket to keep track of your question. If they can solve your question then and there, they will.
If it is a little more complicated than that, they will spend some time investigating, sending you regular updates, before finally resolving and closing the Ticket. Often this investigation is carried out with assistance from your account manager (more on this later in the series) and occasionally our second line support to make sure you get the right guidance for yourself and your system.
In many cases, we’ll do a quick screensharing session, just to make sure everyone is on the same page.
If it is your first, second, or three hundredth time using OpenCRM, now and again you will need some help with using the system. If you do ever find yourself needing some support, we’re here to help.*Telephone and Live Chat support is available to our customers with a Premium Support contract.