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Getting the Most for your Support $$ Session - 212. Jeannie Sandifer and Cassandra Bryant. AGENDA. AMSI Customer Service Website Ways to Contact Support What happens AFTER you contact us Understanding Call Priorities Progress in Support Planned Improvements.

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Getting the Most for your Support $$ Session - 212

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Getting the Most for your Support $$Session - 212

Jeannie Sandifer and

Cassandra Bryant


AGENDA

  • AMSI Customer Service Website

  • Ways to Contact Support

  • What happens AFTER you contact us

  • Understanding Call Priorities

  • Progress in Support

  • Planned Improvements


AMSI Customer Service Websitehttp://www.amsi.com/client-care.php


AMSI Customer Service Website


AMSI Customer Service Website


Ways to Contact Support

  • Email

  • SupportNet

  • Toll-free Support Line


amsi-clientcare@amsi.com

  • Summary of your question/issue as Subject

  • Your Name and Your Company Name

  • Detail of your question/issue

  • Preferred method of response


Direct Calling to AMSI

  • Talking to a support representative live

  • Leaving a message

  • Escalations


Support Update

  • Direct contact with a support rep when calling AMSI

  • Reduced response time by 50%

  • Increased operating hours, 8 a.m. to 8 p.m. Eastern Time

  • Quarterly Newsletters

  • “Special Handling” - identifying clients that are in the process of internal projects

  • Team Improvements/training


Process Improvements

  • Modifications to new “Direct Dial” to a support representative

  • Dedicated support representative program

  • After Hours support as a separate plan

  • Upgrading our internal tools for more internet interaction via support

  • Continue to upgrade and hire experienced team members


Questions and/or Suggestions


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