Help Us Help You: Technical Support Best Practices

Ways to Get Miracle Service Quickly and Well Help with Technology

We understand that you hope you never have to use technical support, but we want you to have the best experience possible if you do. Our skilled customer service team handles calls, voicemails, and emails in a way that makes them more efficient by monitoring and sorting them by priority. If you want to get the fastest and most complete answer, here are some tips.

Things to Do for Miracle Service Technical Support to Work:

1. Send a Detailed Description of the Issue

For our technical support reps to give you a full answer on the first call or email back, the more information you give them about the problem, the better.

Things that help get a solution done faster are:

• Screenshots.
• What the problem is and what error messages you got. For instance, if you’re having trouble with a contract, you should include the contract number.
• In Miracle Service, the exact steps you took right before you started getting errors. We need to be able to make a problem happen in our system so that we can help figure out what’s wrong.
• A compressed copy of your database that was sent to our shared Dropbox so that researchers can use it. It will help us get to the bottom of your problem much faster if you could send us a copy of your database. We can send you more information about Dropbox if you don’t already have one.

Our customer service reps also need to know the following:

• Have you had this “new” problem before, or is it brand new?
• Can the problem happen again? Does the issue happen on all of the computers? Does it happen on the server where the database is kept?
• Did this function used to work right? If so, what new hardware or software did you just put on your computer? Have any steps been changed?

Also Read: 10 Efficiency-Boosting Tips

2. Write the task number on all of your letters

If you were given a task number, please put it in the subject line of all emails you send. It will be in square brackets in the emails we send you, like this: (0012345). If we know that you are talking about an open task, the next technical support person who is available can quickly figure this out, look at the history, and respond to you without having to spend time looking for the call details.

3. Look at other resources that are out there

In your Miracle Service software, the “Help” pulldown menu gives you quick access to a lot of useful information, such as the User Manual, Training Videos, and Searchable Knowledge Base.

Things you shouldn’t do when calling Miracle Service’s tech support

1. Forget to leave detailed messages

When you leave a message asking our customer service reps to “just call you back,” it makes it hard for us to decide which call to take first. We can often quickly send you an email to answer your question if you give us enough information in your message. This is much faster than waiting for a call back.

Also Read: Release Announcement – New Customer Portal

2. Don’t use a different task number when you reply to an old email thread

Our response time is much longer when we reply to an old email thread with a different task number in the subject line. This is because we have to look through other call histories to find the right related task number.

Promised to Provide Quick and Dependable Technical Support

We promise to answer your technical support questions and help you solve them quickly. You can email support@miracleservice.com or call 1.877.263.9368 and choose option 2 to get technical support.