06 Sep 2010
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New Trakware Support System
New Trakware Support System
Posted By: Tim Giese On: 11 Sep 2008 9:48 AM
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Trakware announces it's new support system.
Dear Trakware Customers,
The Trakware support team is proud to announce that they have finished implementing a brand-new, state-of-the-art customer support system, which will allow us to provide you with higher levels of service. Below are just a few of the key features provided by the system:
- log your support issues by email (techsupport@trakware.com),
by web form (http://support.trakware.com),
or by telephone (1-800-370-1849)
- check the status of your support request via a web browser
- browse a database containing the complete history of your support requests
- live online chat support with integrated desktop sharing
The following self-service applications will be rolled-out in the near future:
- integrated knowledgebase
- troubleshooting wizard
Getting Started - The support system is available to existing customers with active Annual Maintenance and Support (AMS) Agreements. Each customer with an active AMS is entitled to two separate login accounts, which typically would be assigned to your primary TRAKware administrative contact and a backup contact. Simply reply to this email with the name, phone number, and email address of your primary and secondary contacts, and we will register them as users on the system.
Once the registration process is complete, your primary and secondary contacts can begin logging new support requests on behalf of the other TRAKware users at your company.
Live Support - Our new support system has the ability to provide what is called ‘live support’. Our support staff will be available for online chats as an alternative to traditional email or telephone conversations. The key benefit to this approach is that the entire conversation is logged to your support ticket for future reference.
Logging in to the Site - With the ability to login to our support site, you now have the efficient way to track all of your support requests, which will make it easy to lookup an earlier request if your encounter a similar situation. In addition, you will also have access to our knowledgebase and troubleshooting wizards, which will be rolled-out in the near future.
The new Trakware support system is online and ready for you to begin using.
Trakware Support
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