Helpful Tips For Submitting a Support Request to Global Reach
Posted on 01/04/2016 at 10:00 AM
It’s that time of year again. Budgets are fresh and website administrators are eager to make updates/enhancements to their websites. In the interest of expediting the process of submitting your request and getting it completed in a quick and organized fashion, we thought it helpful to provide some tips for submitting requests to our support team.
Currently, it's most efficient to make update requests by sending an email to the Global Reach support team: firstname.lastname@example.org.
Emailing the support team creates a readily available and coherent paper trail of communication relating to your request which can be quickly referenced.
Provide Relevant Business Information Within Your First Communication
Back and forth communication can be time-consuming and inefficient for both our employees and our clients. As an example, many of our clients have more than one website, so having to confirm which website the requested update is for can create an additional step in the information gathering process.
Avoid pitfalls like these by providing specific information from the get-go about the business and website the request involves. Always be prepared to provide the following:
- Name of business
- The domain for which the update is for
- The name of the person requesting the update.
Describe Your Request & Provide Needed Materials
In addition to the above information, it is always very helpful to provide a detailed, written description of the update you are seeking our assistance with. Include links, screenshots, or examples to help demonstrate your request. If you’re wishing to add specific images or documents to a website, provide those in your first request email to our support team. If you are trying to replicate an element of design or a certain functionality which you’ve seen implemented on another website, provide us that link. Examples, explanations, or illustrations of exactly what you are looking for will ensure a speedy, but accurate estimate, and can even reduce cost and the time it takes to complete.
Do You Require An Estimate Before We Begin Work?
We aim to provide the best possible customer service while also ensuring there are no surprises when it comes time to pay your monthly bill. Support services range from consulting work to providing instruction, to facilitating updates to our client’s websites. All of these services are usually considered billable time. We are happy to provide an estimate prior to moving forward with your request, but please clarify your intent within your first communication to us: Are you requesting that we begin work immediately? Or do you require an estimate before we proceed?
In the rare event that something has gone wrong with your website or service, all of the above information is equally applicable in reporting a potential error. Our goal is to quickly resolve any reported issues. In that regard, it is important that we get as much information as possible about the error you experienced.
Below are some examples of relevant questions which can be answered in your first request email, likely reducing the need for back and forth:
- Who is the issue affecting?
- Is the issue affecting only internal employees or is it affecting all of your website’s users?
- Is it a persistent issue or was it a single isolated instance?
- When did you first experience the issue?
- Is there an error code which you could provide to us?
The more specific you can be in the information you provide to us, the easier and faster we can resolve any reported errors. The Global Reach support team is always ready and willing to assist you. Reach out at anytime!