Truckers Helper Trucking Software - Business Software for Truckers by Truckers

New Phone System One of the biggest problems we've had with providing the best possible support to our customers has been dealing with calls from those who are not entitled to free phone support. The program comes with 90 days of free support. After that phone support is reserved for Priority Service users. Every time a call would come in from someone who is no longer qualified for phone support we are tied up for 10 to 15 minutes explaining the support policy, which is already explained in several places, and explaining, sometimes repeatedly that they will need to pay for support if they want us to help them over the phone - meanwhile, people with Priority Service can't get in because the lines are busy. So in order to deal with this problem we have set up and automated system to qualify all callers before passing them on to support.

When you call the system will prompt you to enter your customer number, enter that number and the system will qualify you and tell you if you no longer qualify for phone support. The automated system can deal with helping your register the program, getting you in if you're locked out and several other issues. If you are qualifie for phone support you will be passed on to the support menu. This menu will give you the option of speaking to someone in support if we're available or leaving a message if we're not. Since we are usually on the phone, leaving a message is the best option. Calls will normally be returned within a few minutes during normal business hours. If you don't leave a message you can call for days before you finally get in, so leave us a message with your customer number and a SHORT description of the problem and we'll give you a call back.

Other options for support are detailed on the message system and include our new Technical Support Request form on the SUPPORT page, a new search box also on the support page that searches our Knowledge Base - this is the same information we use to help us with problem resolution and of course our forums where you can post questions and read the answers to other peoples questions and problems.

While we realize that nobody wants to talk to a machine our options are limited to -

An offshore call center - you can ask someone who doesn't speak english very well and has no idea what a big truck is to read to you from our knowledge base.
The phone constantly being busy so you can't get in without dialing for hours.
The new automated system that will give us the ability to provide phone support to everyone who is qualified to receive it.

We opted for the later and believe that it will give us the ability to provide the best possible support to everyone. Thanks for your continuing support of the Truckers Helper.

Truckers Helper Support Team

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