What is the best way to get in touch with our technical support group? You guessed it, support@emptechgroup.com. There are actually 14 people who receive those email requests. We have that many people on that email distribution list for a couple of reasons.
First: We have different technical disciplines here in our group. Printer repair, mobile computing, software, wireless networking, RFID, etc. The group that receives these emails includes someone with expertise in every discipline.
Second: Some members of our team have knowledge of a customer’s specific needs and environment, so the group includes them.
Third: The members of that group sometimes travel to customer sites or have the day off. We always make sure that we have redundancy in knowledge base, so someone else can cover.
We also have a service coordinator, and a project coordinator in the support group. These folks know who is available, and who has the expertise to help. Also, some salespeople are in that group, in case your support need is actually a sales need, like parts, or a vendor RMA.
Finally, and we think the most important, we do not have tiers to our support group. So, you are not going to always have to start with the lowest level of expertise in the group, to see if they can solve your problem. And then after several frustrating tries, get to someone who actually knows how to help you. You always get right to the person who can help you solve your issue.
Would you like to work with a group that takes customer support that seriously? CONTACT US.