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The Maintenance Management Blog

January 26, 2022

Help Me, Help Me!

Imagine there's an issue with your computer, one of the programs, your internet connection, or maybe a product recently purchased. You've attempted various methods to solve the issue including the tried-and-true turn-it-off-turn-it-on. (Admit it, you've done that one several times.)

With no other solution in mind, you look up the customer service/support number for assistance. In many these calls, you'll be subjected to a scenario similar to the following:

AUTOMATED OPERATOR – Part 1

The system will lead you through an identification process. The amount of information you're required to provide and confirm (phone number, zip code, account number, etc.) varies. After identification is determined, you're onto…

AUTOMATED OPERATOR – Part 2

Why are you calling? Choices may include Billing, Sales, or Technical Support. You press or say the number 3. Sometimes, you'll be given another list of frequently experienced problems. (Never does the list include your issue, does it?) Another option is for you to describe the issue vocally so the system can attempt to catch keywords to better understand. Then, it's time to speak with someone who will assist you.

HUMAN TECH – Part 1

Not so fast, buddy. Don't forget about the hold time. High call volume or other factors mean a possible lengthy delay. A nice option some companies offer is for you to leave a voicemail, and then you hope someone will call.

Once someone answers, you may go through the identification process again (and again with each succeeding person).

HUMAN TECH – Part 2

After explaining the issue and trying suggested solutions (remember turn-off-turn-on), you will either be sent to 'Level 2.'

OR be informed someone from Level 2 will call. Once again, you hope someone will, or will you be forgotten?

OR, you may be transferred to someone who might be able to assist. The problem with this is, too often you'll be sent to someone who A) doesn't have any idea how to help; wrong department and B) cannot transfer you elsewhere because this is a receiving-only station.

You're forced to hang up and start again.

If you've never experienced this type of frustration and exasperation, you don't know what you're missing. You don't know the displeasure of speaking to someone, perhaps thousands of miles away, unable to remote in, or frankly, really doesn't care.

Or…maybe you've called Mapcon Technologies, instead.

If you have suffered the above headache and you haven't tried 800-223-4791… give us a call!

I can imagine the skepticism on your face and know what you're thinking: Come on, Stephen, what's different about Mapcon support?

Three things set us apart from others: MAPCON Support technician

1. When you call the above number, you reach representatives right here in Johnston, Iowa. No more overseas calls. (Unless you're located overseas, but work with me here.)

2. When you call, you will speak to a human right away. No wading through automated menus. You get to talk with someone who will have your account up in seconds and who is knowledgeable about Mapcon's CMMS. Why? Because we do all the programming in-house. Nothing is farmed out…and never will be. If your particular issue, by chance, needs further assistance, there will be someone to assist you.

3. When you call and speak to Support, you'll know that individual wants to help, will take the necessary time to solve your issue. They won't talk you through the steps. Instead, they'll remote in and show you. They'll resolve the problem.

If you're already a valued Mapcon customer, you know the differences in our Support team. If not, get on board. Learn about our 5-Step service…that includes professional technical "We've got your back!" support. The kind of support you need.

Call MAPCON Support now: 1-800-223-4791 or !

 

     
Stephen Brayton
       

About the Author – Stephen Brayton

       

Stephen L. Brayton is a Marketing Associate at Mapcon Technologies, Inc. He graduated from Iowa Wesleyan College with a degree in Communications. His background includes radio, hospitality, martial arts, and print media. He has authored several published books (fiction), and his short stories have been included in numerous anthologies. With his joining the Mapcom team, he ventures in a new and exciting direction with his writing and marketing. He’ll bring a unique perspective in presenting the Mapcon system to prospective companies, as well as our current valued clients.

       

Filed under: support, Mapcon — Stephen Brayton on January 26, 2022