New Online Tech Support System

Nobody is ever really happy when they have to contact Tech Support. All companies get complaints about their support departments, and the smart companies listen carefully to those complaints. So, that’s what I did.

About 30 days ago I made some major changes in our Technical Support department. I wanted to decrease the time it takes to solve issues, speed up our response time to initial support calls, and increase the level of customer satisfaction.

You know what? Support cases got closed quicker, customers got through to a technician much faster, and complaints dropped by 75%. I just love it when things work out.

Today I’m announcing another change in Tech Support. I have replaced our old online help desk software with a new online system with more capabilities:

Automatically suggests KB articles while you enter your ticket
Decision-tree Troubleshooter for common issues
Built-in live chat
Integrated Knowledge Base
Integrated Remote assistance (like Remote Desktop)
Better trouble ticket tracking
Users can rank articles and add comments
Articles can be exported as PDF, printed, emailed, and added to favorites.

I hope you like the new system. For a while, we will operate both the old and the new systems. You can continue to work on old cases with the old system. New cases will be filed with the new system.

The new system can be operated without logging in, but you can establish an account if you want to track your cases with a few more features. You will have to open a new account with the new system. We were unable to port any of the old accounts.

Please let us know what you think about the new online support system.