The average business uses dozens of software programs to run their operations. Some of these programs have a much larger impact than others. For example, if you run your own retail store – you might use e-mail marketing software to keep your customers informed and send out promotional offers. While this is important, it’s not nearly as critical for day-to-day operations as your point-of-sale system.
There’s nothing more frustrating then when something goes wrong with a critical system. For retail, if the point of sale system goes down or experiences issues, it renders the merchant unable to process transactions – meaning that every moment that system is down, more money is being lost.
Even when things don’t go entirely wrong, there are still bugs and errors that can cause frustration – it can take longer to do what you need to do, mistakes can occur, all of it slowing down your business and frustrating employees as well as customers.
Field service software such as ServiceBridge falls into the critical category for service businesses – modern FSM systems are the backbone of service teams, encompassing their work orders, schedules, payments and more. If their field service software has problems or goes down, their business grinds to a halt.
In many cases, the problem you are experiencing with your software has been experienced by others before. Over half of the tickets that our ServiceBridge Customer Success team receives are common problems that can be resolved with simple changes.
Most software companies, including ServiceBridge, have a comprehensive knowledge base that covers many common errors and problems that our users encounter. Knowledge bases are a great tool that allow you to self-repair your system and get back up and running sooner. However – if you do not see your problem in the knowledge base, it’s a good idea to reach out to the support team. Getting in over your head and trying to fix advanced settings by yourself can often lead to bigger problems.
In many ways, it’s like repairing your car – many tasks such as changing a tire, replacing spark plugs, changing the oil filter can be accomplished through reading the manual and basic tools, allowing you to do it yourself. But if you are having problems with the transmission or the shocks, it is wise to consult a professional.
If you can not find a solution for your problem in the knowledge base, another place to consult before moving further is the software’s status page. Our ServiceBridge status page documents known issues with the ServiceBridge system in real time. By checking the status page, you can see if the problems you experience are unique to you or a known problem with the system. If it is a known problem, you can subscribe to updates and stay informed on when the problem is
Customer Support 101
As part of the Customer Success team at ServiceBridge, I work with our clients every day to help them get their system back on the right track when something goes wrong. The way you approach the support process can be the difference between efficient resolution and frustration.
In the always-on world, we’ve come to expect instant answers. But with complex systems, it can be difficult to provide real-time solutions: problems must be investigated, and the solution must be confirmed. Rushing to answer quickly without doing research often leads to the problem being only temporarily solved. At ServiceBridge, most tickets are resolved within a few hours during working hours – but all tickets are responded to, to let our customers know if additional research will be needed to solve their problem.
One of the most important things you can do when reaching any customer support team is to provide a high level of detail. The more detail that you can provide, the easier it is for the customer support team to find a resolution for your issue. Some important details to include:
Introduce yourself: Let us know your name, role, and company you are with, as well as a company or user ID if available. This allows us to quickly access your account to see what is wrong.
Clear Subject: Many support teams arrange their workflow based on the subject of the support ticket. Your ticket will be resolved faster with a concise but detailed subject, i.e. “Work Orders not syncing to Tom’s Android”
Right Terminology: Be sure to refer to the features within the software that you are experiencing problems with in the same way they are labeled in the system. If you refer to “Billing” and the software has “Invoicing”, this can potentially be confusing to the support team.
Be Specific: The more detail on when, how and where the problem occurred gives the support team valuable insight to help guide you through the troubleshooting process. “I can’t invoice this work order” is vague, and not helpful in locating the problem if you have many work orders. “I can not invoice work order #455 for Cindy Woods from my computer using Google Chrome” is much more specific and helps us resolve the problem faster.
Pictures of Problem: Whenever possible, include screenshots of the software when the problem occurs – seeing where in the system the problem is occurring, as well as any related error messages, helping your support technician get you up and running again faster.
Ultimately, your success is our success,and our team is here to help our customers be more successful in what they do by providing best in class tools for field service.
To get the best experience possible, communication is key – clearly explaining the problem, providing detail, and working with your support technician leads to fast, efficient resolution.
Like all software, field service management systems sometimes require technical support. Here’s how to get your problems solved quickly, effectively, and without frustration.