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Tech Support and Customer Service

“Smart” Systems

February 7, 2008 by Marc

smartcomp.jpgPeople are always talking about “smart” systems. These are automated systems that are meant to make a company more efficient, drive sales, and provide a great customer experience. Often, and unfortunately, the implementation of these systems goes hand in hand with cutting back on the role of real people in the process. Time and again, these “smart” systems prove incredibly stupid.

This whole issue is particularly important to us right now, because we’re working on some “smart” systems of our own. Where are they a good thing and where are they a pain? How do you use them in a way that really does make life better rather than more complicated? Read on for my thoughts and a chance to voice your own opinion!

[Read more…] about “Smart” Systems

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Filed Under: General, Our Company & Staff, Tech Support and Customer Service

Support and Sunrocket Alternatives

July 19, 2007 by Ellen

sunrocket goes belly-up, suggests we try teleblend. who?Like everyone else who used Sunrocket as their VIOP provider, I’m now looking for a replacement service, as they’ve just announced that they’ve stopped their service. And because I went to Sunrocket in the first place because Vonage customer service was so bad, I’m spending a lot of time reading reviews of other VOIP providers.

I like the convenience of having phones all around my house – it’s a small house and I have 6 phones, and still have a hard time finding one when it rings – so going cell-only, while an option, isn’t my first choice. And I briefly worked for our local phone company once, and will do almost anything to never give them any money again. So finding a VIOP provider I don’t mind (I don’t even have to like them, just not find them too objectionable) would be the best option for me.

But reading the comments on the review boards – wow. I may go cell-only just because I don’t want to give money every month to a company that doesn’t treat me decently. It’s why I canceled Vonage in the first place, and is the sole reason I’m not going back to them. I don’t need all that many features (though will admit I enjoy number blocking quite a bit, and would like a less-expensive plan with limited minutes, since I never use many) but I will not knowingly sign up with a company that doesn’t tell me the truth, or whose representatives don’t have the knowledge or authority to fix my problem or even to connect me with someone who does. I just won’t – I don’t want to support that kind of business model if I absolutely don’t have to. I don’t fly Northwest (if I can possibly avoid it) for the same reason – I just don’t want to give money to people who treat me that badly.

So this decision really comes down to support, for me, since I do have the luxury of not getting VOIP or a landline at all, and of taking my time to make up my mind. There are several providers who have the features I want and a decent price, and I’m very willing to put up with the VOIP phoneline quality. But unless I find one where I get more confidence in their support – even though I doubt I’ll need it – I don’t think I’ll be signing up with any of them. (And Sunrocket’s suggestion – Teleblend – is just scary. I’ve never heard of them before; they’re not on any of the review sites; at least 2 of their URLs were registered this week, and there’s very little info about their agreement on their site – just “sign up”. How about “no thank you”!)

Support does matter. And if we buy, or sign up for, the least expensive alternatives based only on price, we’re just incenting companies to provide bad support. And making it harder for people who provide good support to survive.

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Filed Under: General, Tech Support and Customer Service

More and More … it’s about Support

July 11, 2007 by Ellen

I’m in process of switching away from a program I’ve liked for many years. I’ve been thinking about it for a while, but a bad support experience was what pushed me off the fence. The support people weren’t rude, or even hard to reach; they just didn’t know the answer to my question, said they’d find out and get back to me, and never did.

More and more, I’m basing my buying decisions on support. I dropped Vonage for VOIP because their support was clearly outsourced and had no idea what they were doing. I don’t mind outsourced, but I do mind not giving support people enough information to answer questions, or enough authority to solve problems. I’ll never buy anything from Dell again for the same reason. Their PCs are fine, their prices can’t be beat, but their customer service people can’t fix a problem, and can’t even escalate it to someone who can.

For software – I have to be able to get support. I depend way too much on software working to put up with no reply to my email messages, no followup on problems, or no way to know my message has even been received. My work, my personal info, my conversations: I depend on software, and on the safety net of knowing I can get help if I need it. I won’t buy a bad product with good support, but there’s a lot of good software in the world. I won’t – and don’t have to – settle for anything but good support.

We do phone support here – tollfree in the U.S. – and while it’s one of our biggest expenses, there’s no way we’ll drop it. Yes, it takes more time to talk to someone on the phone than to email them, but when someone needs help, we want to provide it, whatever it takes. And email is not always the best way to communicate, or even always a reliable way. No matter how good our email sending is, if someone can’t receive it, the communication doesn’t happen.

Kevin and Lee - our friendly and helpful support people

I’m proud of a number of things we’ve accomplished in the last 10 years, and high on the list is the killer support we provide. I’ve heard some of the conversations, and I’m always impressed. If every company – software or otherwise – had as good support as we do, things would be a lot easier for everyone. And I think that many, many people – the people who actually use, need and call the support lines – would be a lot less stressed and angry so much of the time.

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Filed Under: Our Company & Staff, Tech Support and Customer Service

Keep Track 2.1.4 Released

April 23, 2007 by Marc

kti.jpgJust a quick note! We’ve released a minor update to Keep Track. It doesn’t include the pile of updates we’d like to release right now, but it does fix a couple of minor things that we don’t want folks to wait for. In particular, it now supports the Motorola Q landscape display, fixes a couple of Smartphone bugs, and smooths out a couple of wrinkles in Windows Mobile synching.

 So if you’d like to grab the upgrade just download a trial version from our site:

http://iliumsoft.com/site/im/kt_trial.htm

The software should automatically register if you had it installed before. Otherwise your existing unlock codes should do the trick.

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Filed Under: Our Products, Tech Support and Customer Service

Daylight Saving Time Update for Windows Mobile

February 13, 2007 by Ken

clock.jpgYou may have read about the changing going into effect in the United States, Canada and Mexico this year with Daylight Saving Time: DST will now start three weeks earlier and will end one week later. The newly announced Windows Mobile 6 devices won’t require an update but earlier devices including Windows Mobile 5.0, 2003 and 2003 Second Edition will require an updated DST table to automatically switch to and from DST on the proper dates. The good news is that there are information and tools available on the Windows Mobile site to help with all this now. You can find it all on the new Windows Mobile Updates for Daylight Saving Time page.

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Filed Under: General, Tech Support and Customer Service

ePochette-eMappe-eCarpeta: Translating Software

January 8, 2007 by Marc

translate.jpgLots of people want to know if we’re going to release localized (that’s the same as “translated” for those of you not in the biz) versions of our software. So far we’ve always said “Sorry, not yet.” Of course this leads to the inevitable response of “WHY??” Good news! I’m about to tell you!

It comes down to one simple thing. Support.

[Read more…] about ePochette-eMappe-eCarpeta: Translating Software

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Filed Under: Our Products, Tech Support and Customer Service

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