Tech Support Phone Calls Procedure:

1. Answer the phone with your name and ask to help – “Hi this is Roger, how can I help?”. We do this, because at first a client may be calling for sales or service, or for a variety of brands we offer – iSignature.com electronic signature, SwiftWebDesigner websites / e-marketing, SwiftCRM, etc. Usually, calls that come through tech support will be simple support issues; at first we want them to feel taken care of but we want to gently train them to help themselves.
2. They’ll launch into a description of their problem. Ask them, “Mr Jones, are you online right now or can you be?” About 80% of the time the answer is yes. If no, tell them “I’m happy to get you the help you need, but in all cases the answer is already created online as a simple video help file in our support section, and in the off chance the question has not already been answered, we’ll create a support file for you usually with an online video, so that we only need to answer the same question once. I’ll be sending you this, and if that doesn’t fix what you need, just give me a call back”.
3. Determine the nature of the problem to fix, improvement to make, challenge to overcome. The support section is always at /support i.e. forward-slash “support”:
   1. Videos: Movoxo.com/support
   2. Web Design, Website, Advertising for the Website, Search Engine Positioning and SEO: SwiftWebDesigner.com/support
   3. CRM Sales Dashboard: SwiftCRM.com/support
   4. iSignature Electronic Signature: iSignature.com/support
   5. Accounting: SwiftBooks.com/support
   6. Time Clock: SwiftClock.com/support
   7. Shopping Cart / E-Commerce: SecureCheckout.ME/support (not .com – .me)
4. Go to the relevant support section above and search a few keywords to find options about their problem and read off a few options for them. Tell them this is what you’re doing, so hopefully, next time, they will look online directly. Even the highest maintenance clients usually quit calling within a few weeks using this procedure, as they learn to help themselves. Note: You can simply fix the problem for them, IF they have an existing retainer or account with us. Getting basic info is free, but to have work done, we charge for that – it’s our business. If they ask you do actually do something first determine the nature of the problem and if they can fix it themselves, if it sounds like a software bug or issue, then proceed and submit a ticket, we’ll handle it – though 80+% of the time, it’s a human understanding issue and there’s a support page already made for it.
5. Offer to email them the articles you find, right through the bottom right of that page.
6. For anything else that happens, submit a ticket, within the support system and just advise the client you’ll have a level 2 technician get back to them within 48 hours, but usually about 6 (USA time)

Notes or questions? Please comment and we’ll revise/improve this page.