Have you ever called a help line and at the end of the call had a bigger problem than before you called? Unfortunately, it’s not uncommon.
Navigating the help line process can be a challenge for anyone’s patience. Here are a couple of tips you can try to make the process a little less painful.
Repeat Business
If you get someone that does a good job of solving your problem, ask them if you can contact them directly. You will begin to establish a rapport, and you’ll have an inside ally you can turn to. They’ll also begin to know your issues, the product you’re calling about, and how you use it.
Fly First Class
Sometimes, it’s just worth it to pay for a higher level of access. You can check that out yourself, or you may have expert vendors you can tap to access their higher-level resources. By paying for a higher level of service, you can get priority service and access to more highly trained personnel.
Learn the Language
How you communicate your request to the help line personnel can make all the difference in the world when it comes to saving time. To speed up the process, have the following things handy:
- If an error message is involved, take a screen print or write down the exact wording or error code, if any.
- If software is involved, be ready to let your technician know the operating system you’re on, what browser you’re using if the Internet is relevant, and other details that will isolate the problem.
- If software is involved, they may ask you what version you have. You can find that by choosing File, Help from the menu, or they can walk you through it.
Call Off-Peak
For shorter wait times, try to call when no one else in calling. For hardware and software support, this may mean avoiding Mondays and rush hours. For questions to the IRS, it may mean calling earlier in the season.
Hire an Expert
Some of your vendors (including us!) may have access to a higher level of support based on their connection with the company. For example, certain QuickBooks ProAdvisors have access to an elite group of support technicians and get priority services as well. Accountants have a special line in to the IRS.
You may be able to save money and especially time by delegating these help line calls to those privileged vendors. (And if we can help save you time and frustration in this area, please let us know.)
Try these tips to improve both the speed and accuracy of your help line calls.