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Important notice:
In a strategic shift aimed at enhancing customer support efficiency and effectiveness, CounselMore, the leading provider of counseling management software, has announced a significant change in its approach to technical support. Effective immediately, CounselMore is removing the ability for customers to directly book 15-minute tech support calls. Instead, customers will be required to submit a ticket outlining their technical issue, following which CounselMore's support team will assess the request and determine if a tech call meeting is necessary. This transition marks a deliberate effort by CounselMore to streamline support processes and ensure that customers receive the most appropriate and timely assistance possible.
NOTE:
Live support is only available on Single Counselor Plus. See pricing page here for more info. List Builder & Basic members can still submit a help request.
Once you subscribe, at the top of your portal, click Help > Contact Support.
AFTER SELECTING "CONTACT SUPPORT," COUNSELMORE WILL EVALUATE YOUR REQUEST AND SEND YOU A MEETING REQUEST FOR A TECH CALL.
The decision to move away from direct tech call bookings stems from a thorough evaluation of CounselMore's support operations and customer feedback. While the ability to schedule quick tech calls may have seemed convenient on the surface, it often led to inefficiencies and suboptimal outcomes. Customers would sometimes schedule calls for minor issues that could be resolved more efficiently through other means, resulting in longer wait times for those with more pressing concerns. Additionally, the direct booking system occasionally led to miscommunication or mismatched expectations between customers and support representatives.
By transitioning to a ticket submission system, CounselMore aims to address these challenges while improving overall support quality. When customers encounter technical issues, they will now submit a detailed ticket through CounselMore's designated support portal. This ticket will prompt customers to provide essential information such as a description of the problem, any relevant screenshots or error messages, and their preferred method of contact. Once submitted, the ticket will be promptly routed to CounselMore's dedicated support team for review.
Upon receiving a support ticket, CounselMore's team will assess and resolve straightforward issues swiftly through the ticketing system. For complex or urgent matters, a tech call meeting may be initiated. This shift to a ticket submission system prioritizes critical issues, enhances tracking, and offers a transparent process for requesting assistance. CounselMore remains dedicated to delivering exceptional support tailored to individual needs.