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Your EZ-NetTools Customer Support department is dedicated to offering the best technical support and service that you have ever experienced before. We pride ourselves in exceeding your expectations when you contact us via phone, e-mail, or online chat. This article will show you what resources are available to you as an EZ-NetTools customer, and also what you can do to receive an even better experience when you contact support.
When and how to reach support
Our regular office hours are Monday - Friday, 8:00 a.m. - 7:00 p.m. MST and also Saturdays from 8:00 a.m. - 12:00 p.m. MST. During these hours you can receive free customer support by phone, by e-mail, or by online chat. Our customer support phone number is (208) 356-6887 and our e-mail is support@eznettoosl.net. You can contact us via online chat by going to http://support.eznettools.net a navigating to out Contact page. As of February 2003, we are very happy to announce our 24-hour, 7 days a week paid Priority Support option. This option allows you to receive support at any time or the day or night when it is needed. We'd also like you to know that the Priority Support line is also available to let you notify us of any server issues we may be experiencing. If that is the case, no charge will be accessed to you for letting us know. You can reach the Priority Support line by calling 1-800-369-5018.
You can find the complete details of our support options by going to http://support.eznettools.net/Resources/support.html.
Be ready when contacting support
When contacting our Customer Support department, there are several things that you can give us that will expedite your call. Here are some highly recommended suggestions:
· User ID - Have your account number ready when you call in. This is your x3***** number that you use when logging into your EZ-NetTools account or e-mail.
· Error Messages - If you have an issue that is giving you an error message, please write it down completely, or copy the message and send it in an e-mail to us. By doing this, we can use these details to look further into what may be happening. If you can't find one, don't be alarmed. Some error message may be hiding around and won't be apparent to you at first notice. Customer Support can assist you in finding these errors and explaining what they mean.
· Number of Occurrences - You will also want to write down what you or your computer was doing when the issue happened. See if the occurrence happens every time you try it or if it happens only one time.
· Working Environment - This means to collect specific information about what programs you are using. Be ready to tell us your Operating System (Windows or Macintosh), Internet browser (Internet Explorer, Netscape, etc...), mail client (EZ-Online Mail, Microsoft Outlook, Outlook Express, etc...), or other software you use.
Check all resources that are available
Although Customer Support is willing to assist whenever help is needed, most of your questions may have already been answered. It is for this reason that we create support websites to help you when we're not readily available. Be sure to check your EZ-NetTools resources often. Here are some resources that are available on the web 24-7:
· EZ-NetSupport! - The official Customer Support website is utilized as an online, and sometimes Interactive, Users Manual for the EZ-NetTools. If you have a question regarding how a Tool works or what guidelines to follow when using that Tool, be sure to check the website for answers. You can also submit suggestions on anything EZ-NetTools related, read about updates that have occurred, are in process, and will occur.
· EZ-NetAdvantage! Archives - In the upper-left corner of this page, you notice the "Member Archive" button located in the sidebar. The Archive allows you to visit past articles written in the EZ-NetAdvantage. Not only does it often give instructions on the Tools, but there are many articles that give guidelines for your business on the Internet, as well as tips and tricks you can do in the EZ-NetTools.
· EZ-NetU?!? - Our online "University" will soon become the central most important resource that we can offer when it comes to getting an education about the EZ-NetTools, the Internet in general, graphics, multimedia, and more.
Conclusion
Each agent in the Customer Support department has the duty to not only resolve your issue and/or concern as quickly as possible, but to do so in the most pleasing manner possible. Our knowledge of EZ-NetTools will facilitate us in providing the best solution for your problem, as well as providing an education to our customers. By sharing this knowledge, we hope to show you that we're not only concerned for the problems you may be experiencing, but also in the development and success of your online business.
If you have any comments or concerns regarding the Customer Support team or an individual agent, please fill out our online survey and give us feedback. This survey will be mailed directly to the Customer Support Supervisor and the Vice President of EZ-NetTools.
Take Survey
If you wish to contact me directly, please send your concerns to mike@icserv.net.
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