Calling anywhere for support is a task no one enjoys luckily, with Big Eye POS support, you never have to worry about long hold times or untrained staff. We guarantee to answer your call in four rings or less. With Big Eye or any other support office, there are some steps you can take to expedite your support calls.
Step One: Call when you have an issue.
This one should be a given, but you would be surprised how often people don’t call when there is an issue. If you don’t call, there is no way to fix any problems. We also train you on using your POS system and encourage you to reach out for general questions.
Step Two: Be polite.
Being polite, courteous, and teaming with your support specialist is one of the most effective ways to spend less time on the phone with support. Every support agent is programmed to fix the customer first, then the issue. It makes any support agent’s job more difficult when they have to calm you down before they can even get to the problem at hand. Technology not working is always a frustrating situation, but remember: we’re on your side.
Step Three: Concise information.
For the fastest support possible, cliff notes of pertinent information assist in narrowing down the possible causes of an issue. Information to provide upfront would be any recent updates, problems with power (lightning strike, power outages, etcetera), and issues with your internet connection. Exact information is crucial for a quick call. “The printer is not responding” is helpful, “nothing is working” is not.
Step Four: Follow instructions.
Anyone who has watched the IT crowd knows turning off a device and powering it back on fixes most issues. We encourage you all to try basic steps on your own. However, while you’re talking to support, it’s important not to jump ahead. Follow instructions to a T, and the call will be as smooth as the cream cheese you put on your bagel.
Getting a resolution is always the main focus of any call to support. So remember; call when you have a problem, don’t be rude, be concise, and follow instructions. As long as you follow these four simple steps, your life will be easier.
