At CallShaper, we pride ourselves on being available for our clients and making our software as easy to use as possible. A lot of that comes from the design of the platform itself, including the easy-to-edit scripts that can be adjusted in real time, the QA mechanisms that are constantly collecting data and analyzing it, and the multiple ways that agents and supervisors can interact and communicate with one another through the platform. But the other part of it is making ourselves available to clients who need more personalized or hands-on help with the software. After all, we’re doing everything we can to make it easy for businesses to offer exceptional customer service through their call centers, so we strive every day to do the same. Here are all the ways you can get in touch with CallShaper to get the help and support you need.
Online chat. CallShaper offers online chat with real people in our office through our website and through the CallShaper interface. During business hours, chat can help you get answers to simple questions quickly. After hours, this is a great way to send non-urgent questions or inquiries about the platform and included services.
Ticket-based support. If you’re having a specific issue with the software that requires troubleshooting, you can create a help ticket through the CallShaper support center. Using ticket-based support will create a record of your issue and the steps that are taken to resolve it, which is helpful for problems that require some back and forth between the client and the CallShaper support specialist. This record can also come in handy if you experience the same problem again, as it can be referenced and utilized to solve the problem as opposed to contacting the support center again.
Schedule time with our support team. If you or your team need additional training or help with a particular aspect of the platform, you can schedule a time to meet virtually with our support team. During these meetings, one of our trained specialists will take all the time needed to walk you through the system or the application you need help with until you are confident using it on your own. One of the benefits of using a cloud-based call center platform like CallShaper is that you don’t need designated IT specialists to help you maintain it—but if you do need a little extra support, you can meet one-on-one with one of our support specialists who can answer questions and bring you up to speed so that you can take full advantage of all the aspects of the platform.
Robust help center. The CallShaper help center is filled with step-by-step articles, troubleshooting tips, training manuals, and training videos that you can access at any time and as often as you want or need. While all of the above modes of communication are available whenever you need them, our hope is that our initial training on the platform combined with the self-help resources we offer will be plenty to allow you to use the software successfully and without incident. One of the tenets of our software is that the platform feels intuitive and is easy to navigate; if we are doing our jobs right, you shouldn’t need any of these resources. Nonetheless, they are available to all clients to help give users the most pleasant and issue-free experience with CallShaper as possible.
Our goal at CallShaper is to support our clients in every way possible. To learn more about how we do this, contact us today.