Advice to Help your Support Process Experience
At Global DMS, we understand the true value of having a good customer support process in place. It helps guarantee that as our clients and appraisers, you're receiving the highest quality of service that’s possible. To help ensure that our support team solves your issues at an even faster rate, we are going to highlight some steps that you can take to make sure everything goes off without a hitch.
Our support process here at GlobalDMS is one of the best the appraisal valuation management industry has to offer, because we strive to quickly solve problems the first time they are presented to us. We always recommend that you contact us at firstname.lastname@example.org to receive the fastest response time to issues you may be experiencing, because the emails that are sent to this domain immediately go into our ticket system to keep you updated by our support team on a regular basis. This process also allows us to document the issues right away for user accounts and reporting for internal use.
It is always important to provide us with as much information as possible within the email you send, which should always include your company name or ID, the error code, and the exact steps to recreate the problem so our support team can determine if the problem is with your eTrac system or your computer itself.
If you are having an urgent problem where you need help right away, it's best to immediately call our support department directly. Many of our clients have tried calling specific individuals within our support team to help them solve their problems, but different support members work at different times, take lunch breaks at different times, and are sometimes out of the office entirely. If you call an individual rather than the department, you can be left stranded if the person you're trying to reach isn't at their desk.
Our company also provides a 24 hour phone service 7 days a week to help you even further, because we all know that problems can occur at any given time. You will have the option of selecting staff, appraisers or clients when calling in so you’re always directed to the correct Tier based on the complexity of the situation. This third party phone service will be used for any calls after 8pm on Monday-Friday, and over every weekend or holiday; so if you're determined to talk to our office directly, don't wait until after 8pm or for a weekend/holiday to call us.