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Maximizing Your Support Experience: Tips and Improvements from AMSI

Join Jeannie Sandifer and Cassandra Bryant as they guide you through enhancing your support experience with AMSI. In this session, discover how to effectively contact support, understand the outcomes after reaching out, and learn about our priorities and progress. We'll share insights on planned improvements, including enhanced operating hours, a dedicated support representative program, and quarterly newsletters. Your feedback matters—let's discuss how we can better serve your needs!

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Maximizing Your Support Experience: Tips and Improvements from AMSI

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Presentation Transcript

  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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