Real-time support chat

Jim Jensen · July 07, 2011, 11:08:52 AM

I've usually always had a relatively short wait in OLRT. Today I went to chat with Vertafore about my comparative rater (PL Rating) and it was showing my expected wait time to connect with someone to be 11 minutes! I don't think I ever waited that long on the phone for someone. So, I'm glad that Applied's OLRT is much more accessible. Phone wait was about 2-3 minutes. I guess Vertafore's on-line chat has little use if it takes longer than calling them.

Mark · July 07, 2011, 11:10:04 AM

Applied's OLRT is excellent! It is the ONLY route I ever go.

Andy · July 07, 2011, 12:02:45 PM

Love to hear that!

(not the Ver*$#re part ... the OTHER part)

Jim Jensen · July 07, 2011, 01:56:24 PM

It's ok Andy, you can say that you like to hear the other part too - we feed on our competition's weaknesses too.

Lance Bateman · July 07, 2011, 02:07:35 PM

That is one thing I hear consistently - Applied's support is responsive (and thankfully nothing like it was in the early years!), while "the other guy" has not so great support. That's the major justification for support fees I figure.

Mark · July 07, 2011, 02:11:50 PM

Quote from: Lance Bateman on July 07, 2011, 02:07:35 PM
That is one thing I hear consistently - Applied's support is responsive (and thankfully nothing like it was in the early years!), while "the other guy" has not so great support. That's the major justification for support fees I figure.

I have only been doing this for around six years, but I don't think I have EVER had a negative experience with Applied support. In fact, I am always praising them, thanking them, and trying to make things easier/faster for them... like having the DOS prompt up, TAM drive noted, tamdbfr already logged in, and credentials in a notepad if I think it may be needed.

I have even been sure to email a supervisor when someone has went above and beyond.

GeorgeW · July 07, 2011, 02:13:24 PM

Support has made "major" improvements over what it used to be. I have "no" complaints about the support we receive from Applied any longer!

Jim Jensen · July 08, 2011, 08:50:39 AM

Andy - are you feeling the love this time around? We don't just complain.

Robin Deatherage · July 08, 2011, 08:56:18 AM

Quote from: Jim Jensen on July 08, 2011, 08:50:39 AM
Andy - are you feeling the love this time around? We don't just complain.

Thats right we don't just complain

DebAmstutz · July 08, 2011, 09:04:52 AM

I remember when support was not nearly as good as it is now, so yes, kudos to Applied for the improvements that have been made!

Charlie Charbonneau · July 08, 2011, 09:50:11 AM

Honestly I don't think I've called Support in a long time!!! *touch wood* But I've always been pleased with OLRT and response from OLRT requests over phone requests.

Andy · July 08, 2011, 10:22:30 AM

Definitely feeling the love! And have passed along your compliments. I know everyone "says" it .. but Applied Systems really prides itself on our support. (And ALL support on-shore ... in U.S. and Canada only!)

Jason@KiteTech · July 27, 2011, 07:25:16 AM

I've had a bad support call a time or two, but Applied is one of the better vendors to deal w/. They speak English, the wait times are low, and the call backs are usually same day. That puts them head and shoulders above at least 90% of all vendors I have to talk to.

Bloody Jack Kidd · July 27, 2011, 03:35:22 PM

definitely kudos for the on-shore talent!

I love it when I get connected to some Bangladesh call center and the small talk includes them asking home much snow and how cold is it and it's mid-August. Consult a map - it's Canada not Antarctica - sheesh!

Bob · July 27, 2011, 04:02:14 PM

Don't call for help with Digital River (Not sure if M$ or Dell vendor but they handle M$ purchase downloads).. I got Fred in India... I let Dell know not acceptable.. Consumers can talk to India.. Not me! Now I have a direct number to senior tech for all issues, even apps/downloads etc..

Out sourced support should not exist in business world. Different breed and people who call for assistance are often experienced. I were redirected to India for TAM support I would seek another product or solution. Thankfully not there and hope they never go there.

DebAmstutz · July 28, 2011, 09:26:55 AM

Bob - be glad you didn't get "Peggy!"

"She" might have a 2nd job as a support tech as well as credit card "customer service."