RE: [smartBridges] Customer Service - Feedback and Suggestion

[sB Tech Support]

Thanks for the feedback. We understand that email support does have its drawback and may take longer to get back an answer. However, we strive to response within same day, most of the times you can get quick response within 4 hours. We also provide technical hotline number that you can call in the case of urgency or if you need faster response/resolution. We are in the process of looking into the IP based system and interactive online chat via MSN. With 3 different mode of support (email, phone, chat), customers has wider choice to choose which communication mode is preferred.   On your suggestion on the help program, I think it is great and I will forward your idea to the developer.   Here is the overview of our technical support contact:   Email: [EMAIL PROTECTED] Hotline: (+65 94594194 or +65 94598412) MSN On line Chat: [EMAIL PROTECTED]   Alex sB Tech Support       -----Original Message----- From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] On Behalf Of Sevak Avakians Sent: Tuesday, August 12, 2003 10:10 PM To: '[EMAIL PROTECTED]' Subject: Re: [smartBridges] Customer Service - Feedback and Suggestion   Hi Alex, I think you guys are doing an excellent job with support.  One drawback from the email support, however, is that it takes a day to get an answer back -and usually that's a question about the network, etc.  So it seems to take a few email exchanges back and forth before an answer is given. Phone support would be great!  But I realize it would be impractible since you're in Singapore (right?). I hate filling out forms, and I'm sure almost everyone else on this list hates it too, so I guess forms are out.  Perhaps a "Help" program which runs through the gamut of problems and possible fixes similar to, say, Microsoft's help pages on the OS?  This way, we work through the minor stuff ourselves, and when we hit a brick wall, you guys don't need to ask us if we've checked the basic stuff first?  It should save a few days, I think. Just an idea.  Perhaps someone else can think of a better way to save a few days in back-and-forth emails? Sevak diDi Wireless Communities, Inc. On Mon, 2003-08-11 at 15:22, sB Tech Support wrote: Thank you for the strong support all this while, I hope we, the Support Team have been providing you with prompt response, timeliness of problem resolution and effectiveness of solution and information. To help ensure that you are being provided the service and support you require, we would like to hear from you how we can help you better.   This is in an effort to improve and enhance our customer service support, Please feel free to make any suggestion with respect to mode of support (Email, phone, chat, etc), techniques and quality of services.   Your feedback is greatly appreciated and provides us the opportunity to improve our services. Thank you.   Alex sB Tech Support