Logging Support Requests with CCS.
At CCS, we always to try to respond to support requests in a timely manner. In order to do this, we need your assistance as follows:
- How to contact CCS.
Phone Number: 800-672-4806/425-672-4806
mail Address: support
During normal business hours, the phone will be answered by a dispatcher. However, if the support call volume is unusually high at the time of your call,
It may go directly to voicemail.
- Information needed for CCS to properly respond to any support requests are:
Name – First name (Minimum), and last name.
Company – The name of the company that we have on record
Location/Store – The physical location/store that the user is calling from, and/or the location/store that is having the issue.
Contact Phone Number – Store Phone number, cell phone number
Contact email address – If you are not immediately available, include the best time and day for CCS to re-contact you.
The nature and severity of the issue.
What you did before contacting CCS.
Who else in your organization did you attempt to contact first, before calling CCS?
- Here are some examples of support requests:
- Voicemail Message:
Poor Example:
“Hi, this is Mary, we are having a problem…” click!
In this particular case, the call came in from an unlisted, back-office number that no one monitors. When that number was called, no one answered, and the number didn’t go to any king of the voicemail system. So at this point, we had no idea which company this was, what location is involved or any other details.
Best Example:
“Hi, this is Mary Smith from Bob’s Widgets, Lynnwood Washington location. The store number is: 425-672-1234. If no one answers or if it goes to voicemail, please call me on my cell phone: 360-123-4567.
I just tried to log into the software when coming back from my lunch break, and I’m getting the following error message when I try to log into the Touch screen Ticket Entry:
“Invalid Login”
I kept trying different passwords, and nothing worked. I can’t ring up customers, please help!
I’m unable to get hold of a manager to help out.
We close the store at 6:00 PM tonight, but I’ll be here until 6:30 PM.”
In the above example, the contact information is clearly stated, and so is the nature of the support issue. Also, information as to what other attempt attempts were made to resolve the issue before contacting CCS. This allows CCS to quickly respond to both the call and to address the specific issue.
- Email message sent to CCS:
Poor Example:
“We are having a problem… “
The source email is for a personal email associated with a user’s personal cell phone: mary1234
In this case, the person who sent the message is not monitoring their email, so when a reply is sent requesting more information, CCS gets no reply.
Best Example:
“Hi, this is Mary Smith from Bob’s Widgets, Lynnwood Washington location. The store number is: 425-672-1234. If no one answers or if it goes to voicemail, please call me on my cell phone… 360-123-4567. If you send any emails, please address them to all of the following:
lynnwood
msmith
accounting
I just tried to log into the software when coming back from my lunch break, and I’m getting the following error message when I try to log into the Touch screen Ticket Entry:
“Invalid Login”
I kept trying different passwords, and nothing worked. I can’t ring up customers, please help!
Here’s a picture of the error taken with my cell phone.
Also, I called and texted our manager, but she’s on vacation in Maui and isn’t responding. Also, I couldn’t reach our Assistant Manager, by phone this afternoon, but she’s supposed to be in tomorrow morning at 8:30 AM.
We close the store at 6:00 PM tonight, but I’ll be here until 6:30 PM.”
Again, in the above example, the contact information is clearly stated, and so is the nature of the support issue, and includes an image of or print screen of the error. Also, information as to what other attempt attempts were made to resolve the issue before contacting CCS.
John
