Secrets for a smoother customer support experience

We get it, when things go wrong, calling a tech support line isn’t at the top of your list. Long wait times, bouncing from person to person, and frustrating non-answers are common with other industry help desks. But here at Softcom, we’ve taken all of that out of the equation.

Believe it or not, calling or chatting with our customer support specialists for your internet connection issues or questions doesn’t have to ruin your day.

All it takes is a little preparation and a few easy expectations and we’ll make your day better – faster. Here’s how:

  1. Call sooner rather than later: Don’t wait days or weeks to call. If your internet speed is dramatically slower, call us. If your service is unreliable, we want to know. Call 1-800-982-7675, Opt. 1, as soon as you notice issues.
  2. Call during posted support hours: Customer support hours for Softcom are Mon-Fri between 9 a.m. and 9 p.m. and Sat/Sun from 12 p.m. to 6 p.m.
  3. If you’ve lost service, check that nature hasn’t decided to get in your way by looking at this list or for other common issues on this list. Many of the reasons for an internet outage can easily be solved without technical support.
  4. No luck? Losing service can sometimes mean something as simple as your credit card on file has expired or a payment was missed. Log into your account online and check that everything is up to date.
  5. Consider the issue: Is it storming outside? Are there trucks on the road nearby or at the tower that services you? If you’re connection is spotty or not working, and you’re having trouble getting through to our help line, often it’s because there’s an issue that’s causing many people to call in at once and overload the lines.
  6. Lastly, if you call our customer support line, be prepared. The better prepared you are, the less time you’ll spend talking to tech support. Here are several things you should be ready to answer:
  • If you have an error message, what does it say exactly?
  • Internet acting funny? Be prepared to describe what exactly is happening. (Slow to load; strange messages or pop-ups; error messages; happens when you’re doing something specific, etc.)
  • When did the problem start happening?
  • What have you already done to troubleshoot the problem? (See #3)

Nothing’s more frustrating than when you’re in the middle of something important online and your internet stops working. While we do everything we can to ensure that your connection is fast, strong, and steady, the occasional problem can happen. But by arming yourself with this information, and reaching out to us quickly when something does go wrong, you’re boosting the odds of a positive resolution, quicker, faster and better for all.

Kristy CooperSecrets for a smoother customer support experience