We get it! And we’ve all done it at some point. It’s the dreaded call to support or customer service to get help with something that’s either broken or not working properly. You can spend hours on hold, speak with someone who’s difficult to understand, get the runaround, and worst of all, have the call drop on you without any resolution and you have to start all over.
If and when you ever call for support at EasyWorship, we want it to be the best experience you’ve had with a support team. We also strive to resolve the issue you’re having as quickly as possible but still be kind and helpful so we can help as many people as we can throughout any given day.
To be able to help us make an exceptional support experience for you, the customer, we created a short list of things that you can also do or provide to assist us in helping you.
1. Be in front of the computer.
We have many callers who will call us from their car while driving, from home when the computer is at the church, or somewhere else where they don’t have access to the computer that has the issue. We’ve even had someone call for tech support while getting ready to board an airplane. We do understand that since we aren’t open 24/7 for tech support, calling while at the computer can be difficult, but if possible, being in front of the computer you’re calling about will help provide the quickest resolution to the issue you’re experiencing.
2. Try to prepare relevant information.
Often, we receive calls where the caller doesn’t know how to recreate the issue they are experiencing or what is wrong beyond “something with projection” or “it’s just not working the way it’s supposed to”. This can frequently lead to miscommunication for both the caller and the support representative as there is a wide range of variables that are associated with EasyWorship working correctly. Our suggestion here is to try and isolate the main issue before contacting EasyWorship support to get a good handle on what exactly is not working correctly or not working the way that you want. The best way to do this is to walk through your scenario a few times if possible and drill down by asking “What?” each time until the issue is as basic as you can make it, therefore much simpler to identify on our end.
An example of this would be the following:
Caller: “Hi, I’m having some trouble with projection.”
Technician: “OK, what kind of trouble are you having with projection?”
C: “Well it doesn’t look right.”
T: “OK, what is not looking right?”
C: “The words are too small on the projection screen.”
From here, we’ve established a good starting point to further troubleshoot the issue with a more detailed approach. Having done this and determined that the issue is that the words are too small on the projection screen before you call will allow us to help troubleshoot the issue more quickly and save you time and emotional energy.
3. Additional support resources are your best friend.
We try to always have a technician available to help you during our normal hours of operation. However, unexpected circumstances such as illness and car trouble do occur and sometimes, we may be a technician short without warning. After all, we are all people and things happen. This can be compounded by higher call volumes which can often occur leading up to holiday weekends. When this occurs, we frequently ask that you try a series of steps that we send by email or to watch a training video on our website that pertains to the issue you’re having. This can help us assist as many people as possible in a short time where we otherwise may not have enough technicians to answer every call as they come into our support queue.
4. Engage in the process.
“I don’t know but let me find out” is one of our all-time favorite things to hear in Tech Support.
Unless you’re very technical and have looked up the information prior to speaking with us, you will probably answer “I don’t know” to most of our questions. This is a much better way to answer our questions than to try and guess. Troubleshooting with incorrect information will often lead us to fixing the wrong issue or being unable to determine a fix for the issue altogether. We would much rather help you locate the answer if needed. If you come across this issue, please ask us for help on finding the answer to make the troubleshooting process easier and more efficient. An example of when to use this would be:
Technician: “Do you know what graphics card is installed in this machine?”
Caller: “I don’t know, can you help me find that?”
T: “Sure, we need to open the START menu and run a DXDIAG report.”
C: “OK, how do I do that?”
T: “Here’s how …”
As a tech representative, we want to make sure you get the help you need when you need it. These four tips will not only help us but also help you in making sure you get the right answers to your questions. We hope this helps you and we look forward to serving you!