You aren’t bothering us…and we’re not just saying that…
We have noticed a trend at recent state conferences…customers visiting us at our booth with questions or problems. We don’t mind that one bit, but we do mind when we here “Well, I didn’t want to bother support with this”.
We want you to bother us. In fact, it’s not a bother at all!
We love hearing from our customers and customer support is a service you pay for with your software – it’s included, so why not use it?
Here are some tips for contacting Support:
Email: If you contact us by email (firstname.lastname@example.org) we recommend that you tell us the following: your name, your library and branch, your phone and email address, the best time to contact you (with time zone please!), which product you’re needing assistance with, and the problem itself.
Phone: You can reach Support and leave a message at 888-519-5770. Same holds true with phone messages – name, library and the other criteria mentioned above. You may have noticed that in the past, all support calls went to a voicemail system that created a “ticket” in our Support queue. We are working to ensure that more phone calls are answered directly now, so don’t be surprised if someone picks up! Skipping voicemail and going right to a person is something we are working on.
You can also take advantage of tech support in a small group by joining our support team for “Talk to a Tech” Sessions. You can register for those on our training calendar.
So now that you know we’re looking forward to your calls and emails – contact us! Support@evancedsolutions.com and 888-519-5770
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