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Getting the Most for your Support $$ Session - 212

Getting the Most for your Support $$ Session - 212. Jeannie Sandifer and Cassandra Bryant. AGENDA. AMSI Customer Service Website Ways to Contact Support What happens AFTER you contact us Understanding Call Priorities Progress in Support Planned Improvements.

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Getting the Most for your Support $$ Session - 212

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  1. Getting the Most for your Support $$Session - 212 Jeannie Sandifer and Cassandra Bryant

  2. AGENDA • AMSI Customer Service Website • Ways to Contact Support • What happens AFTER you contact us • Understanding Call Priorities • Progress in Support • Planned Improvements

  3. AMSI Customer Service Websitehttp://www.amsi.com/client-care.php

  4. AMSI Customer Service Website

  5. AMSI Customer Service Website

  6. Ways to Contact Support • Email • SupportNet • Toll-free Support Line

  7. amsi-clientcare@amsi.com • Summary of your question/issue as Subject • Your Name and Your Company Name • Detail of your question/issue • Preferred method of response

  8. Direct Calling to AMSI • Talking to a support representative live • Leaving a message • Escalations

  9. Support Update • Direct contact with a support rep when calling AMSI • Reduced response time by 50% • Increased operating hours, 8 a.m. to 8 p.m. Eastern Time • Quarterly Newsletters • “Special Handling” - identifying clients that are in the process of internal projects • Team Improvements/training

  10. Process Improvements • Modifications to new “Direct Dial” to a support representative • Dedicated support representative program • After Hours support as a separate plan • Upgrading our internal tools for more internet interaction via support • Continue to upgrade and hire experienced team members

  11. Questions and/or Suggestions

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