At MerusCase, we strive to bring you the best and quickest support possible, both through our customer success team and our handy knowledge base. Although we do our best to get back to you as soon as possible, here are a few things you can try to help us get an answer to your support request even quicker!
1. Choose Carefully: Telephone vs. Email
Some MerusCase support requests lend themselves well to telephone calls, while others are often better handled by email. Phone requests have the advantage of speaking with one of our Support staff members and, if you have a quick question or don't completely know how to explain the error you're encountering, this is great! On the other hand, if your problem is more detailed, complicated, or involves seeing the issue in order to understand what's going on, an email is your best bet.
Nevertheless, have no fear -- no matter how you choose to contact us, we're constantly ready for your incoming calls and emails!
2. Document, Document, Document
If you're unsure of exactly what's going on or feel that you may not be able to easily explain the issue, documenting your issue will assist our support team in having a clearer understanding of how we can best help you.
Great ways to document include:
- Taking photos, screencaptures, or screencasts when something goes wrong,
- explaining step-by-step how the issue occurred, and/or
- using clear language (avoid phrases such as "it" or "the thing").
(Pro Tip: At some point, our support team might ask you to hop on a Join.Me screensharing call, which is an online service that allows us to view your desktop as you duplicate the problem you're facing in MerusCase. If you've never heard of Join.Me before, you can read more here so that you're prepared next time you make a support inquiry!)
3. Provide Examples
While some requests are broad enough that examples may not be necessary, it's always helpful to provide as much information as possible. A great way to do this is to frame your support requests around "if-then" statements. For example, "If I try to upload a document to X case, then I am redirected to an error screen that says Y." As often as possible, be sure to include the name of a specific form, case number, contact name, or template in which you are encountering the issue.
4. Describe Expectations and Outline Goals
Although we'd like to be able to keep up with everything going on at your firm, it's hard for us to know when you have a busy day ahead of you or a big trial in the next few hours. If you find yourself needing support on a very tight deadline, be sure to communicate your time frame with us so that we can work with your deadlines.
Other situations in which describing your expectations is extremely important are: suggesting new features and encountering a command that doesn't behave the way you believe it should be. Again, using as much specific language as possible will help us to best understand how to help you!
5. Follow Up
Have you ever submitted a support request and then, a few minutes later, found out that you were just clicking the wrong button? No problem, we've all been there! Go ahead and shoot us a second email to let us know you figured it out. Additionally, be sure to follow up with us if you feel as if your issue wasn't completely solved.
And that's it - our top 5 tips for a faster answer from MerusCase support!
P.S. Although we talk solely about Merus in this post, these tips are wildly helpful when working with the support team of any company you might need to contact.
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Note: This post features MerusCase Version 3.9 or earlier. As such, this post may no longer be accurate. For the most current and up-to-date information about the latest version of MerusCase, please visit our documentation at docs.meruscase.com.
Note: This post features MerusCase Version 3.9 or earlier. As such, this post may no longer be accurate. For the most current and up-to-date information about the latest version of MerusCase, please visit our documentation at docs.meruscase.com.
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