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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

Getting the Most for your Support $$Session - 212

Jeannie Sandifer and

Cassandra Bryant

agenda
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 website http www amsi com client care php
AMSI Customer Service Websitehttp://www.amsi.com/client-care.php
ways to contact support
Ways to Contact Support
  • Email
  • SupportNet
  • Toll-free Support Line
amsi clientcare@amsi com
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
Direct Calling to AMSI
  • Talking to a support representative live
  • Leaving a message
  • Escalations
support update
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
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