This month our Technical Services Manager, Sarah Dixon, introduces an exciting new service.
We have a great new tool to help us support you, our clients. Our technical support team now is using SupportSmith to provide “live” technical support for assistance with your FBS software. This enables support technicians to remotely connect to your computer through just a few easy steps. A similar service is already available for clients running our hosted version through the server, but now this is available to everyone.
You may have already experienced live technical support. Have you ever had a chatted with support personnel when you had an issue with your Internet provider or when you have visited a shopping website? This is a form of live support, but we go beyond that with SupportSmith. We connect to your computer, enabling us to see and manipulate your computer and do everything you are able to do on your computer without leaving our desk. This can be helpful in solving many issues. For example, we are able to see firsthand what your system is doing when there is a problem, and you can show us the steps you took in reaching the issue. It also allows us to teach you how to use new functions as well as show you shortcuts.
SupportSmith has also been a very powerful tool in helping new FBS clients and is a great complement to the on-site training. By “looking over your shoulder” we can catch and resolve small errors before they become larger problems.
SupportSmith has also been a very powerful tool in helping new FBS clients and is a great complement to the on-site training. By “looking over your shoulder” we can catch and resolve small errors before they become larger problems.
How does SupportSmith work? It’s really very simple. When you call or e-mail our support team with a problem or question our team will determine if the issue could best be solved with SupportSmith. If so, you will be directed to www.fbssystems.com/FBShelp.exe . This link will prompt you to run our support module and enter your name, e-mail address and phone number so we know who’s in the queue and can re-contact you if the connection is broken.
Next click on “Get Help” button and a ticket will be generated. This will alert us that you are waiting to be helped. Before we actually connect to your computer you will be prompted that it’s ok to establish a remote connection.
The web link above will be included under the Help menu in the 8.1 version due to be release soon. This service will be available to all clients, but will be subject to the normal service fees. This service is free for Priority, VIP, and Corporate Support clients. Basic Support clients are charged $1.25 a minute, with a $25.00 minimum. Clients without a current service plan will be charged $3.25 and minute with a $25.00 minimum. Because problems can usually be resolved more quickly that over the phone, SupportSmith is an economical as well as convenient solution for all FBS clients.
We look forward to serving you in the coming year and hope this improvement in our service makes your software experience even more productive.
Your FBS Support Team
Your FBS Support Team
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