Okay, so call routing can get frustrating – we’ve all been there. Maybe you’ve called*a customer service hotline and you feel like you have to press a thousand buttons just to get to a person. Maybe you’ve missed the menu items but there’s no option to repeat them, so you have to hang up and start all over. Maybe you skip calling entirely*because getting through an organization’s*call routing system requires a full day off work and a long hot bath afterwards just to recover from the experience. Whatever the issue, we hear you, and we want your experience with Esri Support to be the best it can be.
That’s why we’re happy to announce we have enhanced the Support call routing system!
The motivation behind this is simple: we want call routing to be quicker, easier, and more purpose-driven. So we simplified things – previously, we had a long list of options that sometimes had you frantically pressing “0″ out of sheer confusion or frustration. Realizing that the number and range of options was the issue, we drastically reduced the number of selections to 20 based on those most frequently chosen.*View the diagram below to see how the phone tree will work starting next week.
Once you’ve chosen the option for a Technical Support call, there is one of*six issue-based options*that navigate through additional menus to get you to the analyst you need. We know you might be thinking, “Wait a minute, how are these my only options?? What if I have a question that’s not included in these 20 selections?” Just breathe – there’s a simple solution. If you don’t feel like any of the 20 available endpoints fit your question, just remain on the line for a few moments and an Esri Receptionist will help guide you where you need to go. This functionality was implemented so that the most popular options could be chosen easily, and the less frequent or higher-complexity issues could be handled quickly by our team. And hey, if you miss some of the menu options, you can press 9 at any time to repeat them.
We are*aiming to release this new system on Thursday, October 8th. Remember – we want this to be easy and pleasant, so please feel free to provide feedback on the new system. Just give us a call and try it out!
Julia L. – Support Services Analyst
That’s why we’re happy to announce we have enhanced the Support call routing system!
The motivation behind this is simple: we want call routing to be quicker, easier, and more purpose-driven. So we simplified things – previously, we had a long list of options that sometimes had you frantically pressing “0″ out of sheer confusion or frustration. Realizing that the number and range of options was the issue, we drastically reduced the number of selections to 20 based on those most frequently chosen.*View the diagram below to see how the phone tree will work starting next week.
Once you’ve chosen the option for a Technical Support call, there is one of*six issue-based options*that navigate through additional menus to get you to the analyst you need. We know you might be thinking, “Wait a minute, how are these my only options?? What if I have a question that’s not included in these 20 selections?” Just breathe – there’s a simple solution. If you don’t feel like any of the 20 available endpoints fit your question, just remain on the line for a few moments and an Esri Receptionist will help guide you where you need to go. This functionality was implemented so that the most popular options could be chosen easily, and the less frequent or higher-complexity issues could be handled quickly by our team. And hey, if you miss some of the menu options, you can press 9 at any time to repeat them.
We are*aiming to release this new system on Thursday, October 8th. Remember – we want this to be easy and pleasant, so please feel free to provide feedback on the new system. Just give us a call and try it out!
Julia L. – Support Services Analyst