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April 20, 2005
Volume 1 Issue 6
In this issue: Support
Center Enhancements | Remote
Assistance Software | Web
Based Support
 From the Editor
The Agency Advantage Support Center is getting a
facelift!
We've incorporated new technology to help us help YOU
better, and we're reorganizing our incoming support calls to handle your
problems more quickly and efficiently. More details below..
If you have a question or topic you would like
explained, a story to share, or just a quick useful tip, we'd love to
hear from you. Please send your responses to tina@agencyadvantage.com.
Tina Stewart
Editor
Support Center Enhancements
Due to increased business and call volume, we are
implementing a new call center program starting May 1st.
Instead of dialing directly through and ringing the
entire support center, your call will be placed in a dynamic queue. The
dispatcher will answer the call and get information from the caller. The
dispatcher will need the following:
·
Customer Key Number
·
Agency Name
·
Caller Name
·
Caller Email Address
·
Suspected Problem
Once the dispatcher has this information it will be
placed in the call center and assigned to a technician depending on the
type of problem. The technician will then research the problem and
contact the caller via phone or email with solutions to the problem.
Direct lines and extensions will no longer be available.
All calls must be directed through the dispatcher.
We feel that this will help technicians resolve
problems faster, minimize "dead" phone time. It will also
enable them to prioritize support calls in case of emergency situations.
Remote Assistance Software
Recently, Advantage Information Systems purchased a
very helpful and efficient software program. ‘Go To Meeting’ is a remote
assistance program that allows us to connect to your computer via the
web. It allows us to dig a little deeper on those hard to fix or hard to
understand problems.
Not only does it allow the support team to help you
faster, it enables us to provide additional training on processing
downloads or various other functions within the program.
It works like this:
You go to http://www.gotomeeting.com.
Click on "Join a Meeting".
You'll be asked to install a small file and then enter
in a "Meeting ID" that will be given to you by your support
technician.
After you join the meeting you'll give control of your
computer over to the technician and he will work on the issue at hand
while you watch! Its very exciting and such a time-saver! Who knows, you
might even learn by watching.
Web Based Support
Don't have time to fool with a phone call? Need an
answer but don't need it NOW? Instead of emailing the support address you
can go to the website:
·
Enter in your customer key - found on the lower
right hand corner of the main menu of WinAA
·
Enter in your information & description of
the problem or suggestion
·
The request is sent to our new call processing
system so we can take care of your problem as soon as possible.
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