Being Supportive Takes Effort
I have lived and breathed support for FingerTec for the past six years now. I have worked my way up, dealing with all sorts of customers with different problems round the clock. One thing all customers have in common is, they need their problems to be sorted out ASAP.
Ideally, that’s what my team would like to give but there are a lot of challenges presented when trying to provide quick support. Time difference indeed is one major problem for us in servicing our customers. In fact, I think FingerTec is doing quite alright with our 24/7 remote support. You might need to wait for a few minutes (or sometimes a few hours) to get a reply but the fact that we are available to solve your nagging problems is very much a plus point. But when facing a more complex problem, one that may include involvement from the other departments or teams, waiting is unavoidable.Support covers a wide scope of problems. The team is handling both common questions such as loss of product keys or activation codes and also harder ones that include firmware change, debugging, customization, etc. One thing is for certain; the support team wouldn’t be selective and not answer your common questions. However, it is my hope that our customers could utilize our online available resources for those questions. The fruit is ripe for picking, guys.
We have built these resources for years. The way it works is that, when you have a problem, we solve it, and the solution is transformed into a guide that other people can use in the future. Brilliant. We have been in the business for more than a decade and if you threw a stone to every question you have about FingerTec, there is a really fat chance it’d hit the answer.
But with our support team on standby and available most of the time, “why bother looking for answers myself”, your inner voice would surely ask. Well, first, you can get to the answer sooner, second, you don’t rely on our presence for your support and third, you get to extend the support to your resellers/clients which in turn reduces your support load.
For those uninitiated, head over to http://user.fingertec.com/ and click on technical tips to get your answers. For FingerTec distributors and resellers, please go to www.fingertec.com/microsites, register yourself and enjoy the resources we have at your convenience.
By doing this and extending the same to your clients, we could reduce support time significantly and the time could be utilized for other pressing matters.
For unique problems, which require unique solutions, do not hesitate to connect with my team. And when you do connect with us, please make sure that you are fully prepared with information, files, and everything you need for us to solve your problems. Planning is an important part to be effective.
I live and breathe support for FingerTec, and if you have concerns about FingerTec support quality, email me at firstname.lastname@example.org.
Written by Aidid Sharulzaman Arifin, FingerTec HQ, Head of Support