Along with our new portal and ticketing system, Support has updated our phone queue as part of a larger effort to make all aspects of the Support process more efficient and effective.
Clients with on-demand phone support can now Request a Callback rather than waiting on hold for a Support team member to become available. If we can’t get to your call right away, after a short hold you’ll hear an option to have a Finalsite representative return your call as soon as they’re available. You’ll keep your spot in the queue, which means less time on hold waiting for us. (If you want to replicate the classic on-hold experience in your office, however, you can always listen to Simplicity - “The Best Hold Music In the World” while you await a call back.) Support staffers will be able to see all the information you’ve provided about the ticket before we call you back, so we’ll be fully up to speed and ready to help you out when we get in touch.
You may have to re-enter your customer ID in order to associate your phone number with your account in the new system. (Need help finding your customer ID?)
And, as always, please listen carefully to the menu items, as the listed options really have changed, we promise!