At Audienceware, we understand that you may sometimes feel the need to reach out to specific individuals within our organization, especially in urgent situations. However, we strongly recommend that all clients contact our dedicated support team for any issues or inquiries. Here’s why:
Benefits of Using Audienceware Support
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24/7 Monitoring of Tickets: Our support team operates around the clock, ensuring that your concerns are addressed promptly. By submitting a ticket, you can be confident that your issue will be monitored continuously until it is resolved.
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Appropriate Skill Levels: Our support team is specifically trained to handle a wide range of issues. They have the necessary expertise and resources to diagnose and resolve problems efficiently. When you contact support, you’re accessing a pool of knowledge that individual employees might not possess.
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Triage and Escalation: The support team is skilled in triaging issues, determining the severity, and escalating them to the appropriate personnel if necessary. This ensures that your issue is handled by the right person at the right time, leading to faster and more accurate resolutions.
Risks of Emailing or Calling Individuals
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Lack of Awareness: When you email or call an individual, the support team is not aware of your issue. This means that it won’t be tracked or monitored, potentially leading to delays in resolution.
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Emails Getting Lost: Personal emails can easily get lost in the shuffle, especially if the individual is receiving a high volume of messages. This increases the risk that your issue may not be addressed in a timely manner.
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Not Their Role: Individuals such as the company director are focused on general management and other strategic tasks. Handling support issues is not within their primary responsibilities, and they might not have the specific expertise required to resolve your problem.
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Availability: Individuals may be otherwise occupied, in meetings, or taking personal time off. We respect their personal time and believe you do too. Contacting them directly can lead to delays and also disrupt their work-life balance.
Urgent Issues
It might seem intuitive to contact individuals directly for urgent issues, but this is actually counterproductive. The support team is trained to handle urgent matters efficiently and effectively. By contacting support, you ensure that your urgent issue is immediately recognized and prioritized appropriately.
How to Access Audienceware Support
There are two methods to access Audienceware support:
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Online Support Portal: Visit https://support.audienceware.com.au to access our full suite of support features. This method allows you to:
- Submit and track support tickets
- Prioritize your issues
- View the full history of your support interactions
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Email: You can email support at support@audienceware.com. However, this method should be used only as an exception. Email is primarily for notifications and does not offer the full range of features available through our online support portal. Using the online portal ensures that your issue is properly prioritized and tracked.
Conclusion
For the fastest, most efficient, and most reliable resolution to your issues, always contact Audienceware support. Our dedicated team is here to help you 24/7, ensuring that your concerns are addressed by the right people with the right skills. This approach not only respects the roles and time of our individual team members but also guarantees that you receive the best possible service.
Thank you for your understanding and cooperation.