Matt, Every time you send an email on this, I wonder if your customers are actually as bad as you say because our customers simply aren't this bad. We have two options, press 1 for tech support, press 2 for sales, billing, or any other questions.
During business hours, both options ring in house and go to voicemail if we don't answer. Only after our office is closed do we send tech support calls to serverplus. Our option 2 which is everything besides tech support continues to voicemail after hours. This system seems to work really well for us and we almost never (once a month tops) get a sales call that goes to serverplus because they selected the wrong option. Politely, please make up your mind or stop asking the same question every couple weeks. Serverplus is fine. Either train your customers to be better at selecting options, change your IVR to something easier like two options that we use, or leave the ISP business if it bothers you this much. Sorry to be harsh but you need to make up your mind. On Fri, Apr 27, 2018, 6:57 PM Mike Hammett <af...@ics-il.net> wrote: > I think you've spent more time trying to avoid it than problems you'd have > once doing it. > > > > ----- > Mike Hammett > Intelligent Computing Solutions <http://www.ics-il.com/> > <https://www.facebook.com/ICSIL> > <https://plus.google.com/+IntelligentComputingSolutionsDeKalb> > <https://www.linkedin.com/company/intelligent-computing-solutions> > <https://twitter.com/ICSIL> > Midwest Internet Exchange <http://www.midwest-ix.com/> > <https://www.facebook.com/mdwestix> > <https://www.linkedin.com/company/midwest-internet-exchange> > <https://twitter.com/mdwestix> > The Brothers WISP <http://www.thebrotherswisp.com/> > <https://www.facebook.com/thebrotherswisp> > > > <https://www.youtube.com/channel/UCXSdfxQv7SpoRQYNyLwntZg> > ------------------------------ > *From: *"Matt Hoppes" <mattli...@rivervalleyinternet.net> > *To: *af@afmug.com, "Steve Jones" <thatoneguyst...@gmail.com> > *Sent: *Friday, April 27, 2018 3:41:14 PM > *Subject: *Re: [AFMUG] After Hours Tech Support > > No not 72... but we get those, the vendor looking for someone, someone > called earlier wanting to get service. > > You can only hold hands so much. > > On 4/27/18 4:27 PM, Steve Jones wrote: > > youre getting 72 of those calls a day? you might want to start training > > your customers > > > > > > On Fri, Apr 27, 2018 at 3:23 PM, Matt Hoppes > > <mattli...@rivervalleyinternet.net > > <mailto:mattli...@rivervalleyinternet.net>> wrote: > > > > Here's another $7 that would have gone down the drain... just got > > this call: > > > > "Is my Internet on? I can't make phone calls with my phone and it > > wasn't working on the WiFi at work today". > > > > Ummmmm, that has absolutely nothing to do with your Internet through > > us, you'll need to contact StraightTalk. Your modem and router are > > up and on-line. > > > > On 4/27/18 4:18 PM, Mike Hammett wrote: > > > > I pay ServerPlus to do it for me. Easy Peasy. > > > > > > > > ----- > > Mike Hammett > > Intelligent Computing Solutions <http://www.ics-il.com/> > > <https://www.facebook.com/ICSIL > > <https://www.facebook.com/ICSIL>>< > https://plus.google.com/+IntelligentComputingSolutionsDeKalb > > <https://plus.google.com/+IntelligentComputingSolutionsDeKalb>>< > https://www.linkedin.com/company/intelligent-computing-solutions > > < > https://www.linkedin.com/company/intelligent-computing-solutions>>< > https://twitter.com/ICSIL > > <https://twitter.com/ICSIL>> > > Midwest Internet Exchange <http://www.midwest-ix.com/> > > <https://www.facebook.com/mdwestix > > <https://www.facebook.com/mdwestix>>< > https://www.linkedin.com/company/midwest-internet-exchange > > <https://www.linkedin.com/company/midwest-internet-exchange>>< > https://twitter.com/mdwestix > > <https://twitter.com/mdwestix>> > > The Brothers WISP <http://www.thebrotherswisp.com/ > > <http://www.thebrotherswisp.com/>> > > <https://www.facebook.com/thebrotherswisp > > <https://www.facebook.com/thebrotherswisp>> > > > > > > <https://www.youtube.com/channel/UCXSdfxQv7SpoRQYNyLwntZg > > <https://www.youtube.com/channel/UCXSdfxQv7SpoRQYNyLwntZg>> > > > ------------------------------------------------------------------------ > > *From: *"Matt" <matt.mailingli...@gmail.com > > <mailto:matt.mailingli...@gmail.com>> > > *To: *af@afmug.com <mailto:af@afmug.com> > > *Sent: *Wednesday, April 25, 2018 6:39:31 PM > > *Subject: *[AFMUG] After Hours Tech Support > > > > How or what do you pay an employee to either answer phone calls > or > > return voicemails after hours or on weekends? > > > > > >
