Help Us Help You: Technical Support Best Practices

Help Us Help You: Technical Support Tips

We know that you would prefer never to need technical support assistance, but if or when you do, we want you to have the best experience possible. Our skilled support team works on a priority basis with calls, voicemail messages, and emails that are monitored and queued for efficiency. Here are a few tips that will help you to get the quickest and most complete response.

Do:

1. Send a Detailed Description of the Issue

For our technical support reps to give you a full answer on the first call or email back, the more information you give them about the problem, the better.

Things that help get a solution done faster are:

• Screenshots.
• What the problem is and what error messages you got. For instance, if you’re having trouble with a contract, you should include the contract number.
• In Miracle Service, the exact steps you took right before you started getting errors. We need to be able to make a problem happen in our system so that we can help figure out what’s wrong.
• A compressed copy of your database that was sent to our shared Dropbox so that researchers can use it. It will help us get to the bottom of your problem much faster if you could send us a copy of your database. We can send you more information about Dropbox if you don’t already have one.

Our customer service reps also need to know the following:

• Have you had this “new” problem before, or is it brand new?
• Can the problem happen again? Does the issue happen on all of the computers? Does it happen on the server where the database is kept?
• Did this function used to work right? If so, what new hardware or software did you just put on your computer? Have any steps been changed?

Also Read: 10 Efficiency-Boosting Tips

2. Include the task number

If you have been given a task number, please include it in the subject line of any email correspondence. You will see it in brackets in the emails that we send to you – example (0012345). If we know that you are referring to an open task, the next available technical support representative can quickly identify this, check the history, and respond to you without spending time searching for the call details.

3. Look at other resources that are out there

In your Miracle Service software, the “Help” pulldown menu gives you quick access to a lot of useful information, such as the User Manual, Training Videos, and Searchable Knowledge Base.

Don’t:

1. Forget to leave detailed messages

When you leave a message asking our customer service reps to “just call you back,” it makes it hard for us to prioritize your call. We can often quickly send you an email to answer your question if you give us enough information in your message. This is much faster than waiting for a call back. 

2. Reply to an old email thread with another task number in the subject line.

This slows down response time significantly as we sift through other call histories to find the correct related task number.

Our promise to provide quick and dependable technical support

We are committed to providing you with timely resolutions to your technical support questions!