Re: [AFMUG] After hours

[Matt Hoppes]

We’ve moved to very clear messages on the phone system explaining what options 
to chose for what. 

That’s taken care of most mis routing. 

We are busy enough right now with new customers I don’t mind if the after hours 
sales call goes to VM, or worse someone doesn’t leave a message. 

That mind sound bad - but we’ve got enough going on, and aren’t in a place to 
hire someone new yet. 

For support we take the very few calls we get afterhours. 

Hasn’t been too big of a deal. Many customers have taken to writing email or 
Facebook into us - which is quick to answer after hours as well. 

I’ve got dedicated staff who will pop onto their phone even on off time and 
reply to tickets. They of course get compensated well. 

> On Aug 19, 2018, at 15:26, Clint Wiley  wrote:
> 
> That’s what I’d prefer. I would rather we handle the sales calls. Yes, I’d 
> like to talk to you about after hours support. 
> 
> Thanks,
> _
> 
> Clint Wiley
> Hagerstown Fiber Internet
> 
> On Aug 8, 2018, at 5:15 PM, Layne Sisk  wrote:
> 
>> Darin hit the nail right on the head, our guys are support agents not sales 
>> people.  We can very effectively take an order, but “selling” is a different 
>> type of person than supporting.  I will have someone reach out to you Clint 
>> if you are interested?
>>  
>> Layne Sisk
>> ServerPlus
>> 801.426.8283, ext 102
>> 
>> 
>> 
>> 
>>
>>  
>> From: AF  On Behalf Of Darin Steffl
>> Sent: Monday, August 06, 2018 8:31 AM
>> To: AnimalFarm Microwave Users Group 
>> Subject: Re: [AFMUG] After hours
>>  
>> Serverplus can do sales calls but it's more about them just reading pricing 
>> info off your site, they aren't trained to "Sell" like we would in our local 
>> office with passion and being able to explain why customers should choose 
>> us. So while they can provide sales info don't expect them to sell to your 
>> customer which is why we like to keep that in house.
>>  
>> On Mon, Aug 6, 2018 at 8:23 AM, Clint Wiley  
>> wrote:
>> How does ServerPlus handle a sales call? Do they route it back to a VM?
>>  
>> One of these days I’m going to have to reach out to ServerPlus and get 
>> pricing. We’re reaching the point that after hours calls have grown to a 
>> number worth having resolved live. Currently we operate on a call back basis.
>>  
>> Thanks,
>> _
>> Clint Wiley
>> Hagerstown Fiber Internet
>> 
>> 
>> On Aug 6, 2018, at 9:01 AM, can...@believewireless.net 
>>  wrote:
>>  
>> Personally, I think customers like speaking to a live person. Even if they 
>> are just taking a message. If they
>> have to leave a voicemail, it feels like the company doesn't care. If the 
>> person answering the phone just 
>> says, someone will get back to you Monday morning, I think it's better than 
>> them leaving a voicemail and
>> wondering what going on all weekend.
>>  
>> Get a GTC or ServerPlus to answer the call and send you a ticket. Then you 
>> can decide how to respond.
>>  
>> On Mon, Aug 6, 2018 at 8:34 AM, David M  wrote:
>> What is everyone doing these days for after hours sales and tech support 
>> since this new generation dont believe in
>> 
>> sleep or Sundays as a sunset day ?
>> 
>> We have automated attendants and voicemail but some calls are still miss 
>> directed.
>> 
>> Thanks
>> 
>> Dave
>> 
>> 
>> 
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>> 
>> 
>>  
>> --
>> Darin Steffl
>> Minnesota WiFi
>> www.mnwifi.com
>> 507-634-WiFi
>>  Like us on Facebook
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Re: [AFMUG] After hours

[Clint Wiley]

How does ServerPlus handle a sales call? Do they route it back to a VM?

One of these days I’m going to have to reach out to ServerPlus and get pricing. 
We’re reaching the point that after hours calls have grown to a number worth 
having resolved live. Currently we operate on a call back basis.

Thanks,
_
Clint Wiley
Hagerstown Fiber Internet

On Aug 6, 2018, at 9:01 AM, 
can...@believewireless.net 
mailto:p...@believewireless.net>> wrote:

Personally, I think customers like speaking to a live person. Even if they are 
just taking a message. If they
have to leave a voicemail, it feels like the company doesn't care. If the 
person answering the phone just
says, someone will get back to you Monday morning, I think it's better than 
them leaving a voicemail and
wondering what going on all weekend.

Get a GTC or ServerPlus to answer the call and send you a ticket. Then you can 
decide how to respond.

On Mon, Aug 6, 2018 at 8:34 AM, David M 
mailto:dmilho...@wletc.com>> wrote:
What is everyone doing these days for after hours sales and tech support since 
this new generation dont believe in

sleep or Sundays as a sunset day ?

We have automated attendants and voicemail but some calls are still miss 
directed.

Thanks

Dave



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Re: [AFMUG] After hours

[can...@believewireless.net]

Personally, I think customers like speaking to a live person. Even if they
are just taking a message. If they
have to leave a voicemail, it feels like the company doesn't care. If the
person answering the phone just
says, someone will get back to you Monday morning, I think it's better than
them leaving a voicemail and
wondering what going on all weekend.

Get a GTC or ServerPlus to answer the call and send you a ticket. Then you
can decide how to respond.

On Mon, Aug 6, 2018 at 8:34 AM, David M  wrote:

> What is everyone doing these days for after hours sales and tech support
> since this new generation dont believe in
>
> sleep or Sundays as a sunset day ?
>
> We have automated attendants and voicemail but some calls are still miss
> directed.
>
> Thanks
>
> Dave
>
>
>
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> AF@af.afmug.com
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Re: [AFMUG] After hours

[Darin Steffl]

Serverplus for tech support.

We only do sales calls M-F from 8-5. Serverplus can't be expected to be a
good sales person so we only use them to help fix things for customers
after hours.

On Mon, Aug 6, 2018 at 7:34 AM, David M  wrote:

> What is everyone doing these days for after hours sales and tech support
> since this new generation dont believe in
>
> sleep or Sundays as a sunset day ?
>
> We have automated attendants and voicemail but some calls are still miss
> directed.
>
> Thanks
>
> Dave
>
>
>
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>



-- 
Darin Steffl
Minnesota WiFi
www.mnwifi.com
507-634-WiFi
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