2015 User Conference OP Support Options, Let me Count the ways... April 25, 2015 Presented by: Gregg Moist Director of Customer Support and IT Operations

2015 User Conference

OP Support Options, Let me Count the ways...April 25, 2015

Presented by:

Gregg MoistDirector of Customer Support and IT Operations

General Session

2015 Office Practicum User Conference

Putting a Face to the Name or Voice

Helping customers succeed with OP!


Help us help you…

Closed Case Surveys: We want your feedback on your experience

Changes as a result of the feedback:▪ West Coast Support▪ Provider Access Line▪ Chat and Communities▪ Tierless Customer Support▪ Customer Support Center


Where do I go for What?

Have an issue or questions and you don’t know where to start?

You could…▪ Click F1 to get to the OP Help site.▪ Log onto the OP Customer Portal to

open a ticket.▪ Go to the OP Website, then click Support

to get access to Communities and Chat.▪ Send an email.▪ Pick up my phone and call.

But what is the best channel?


Streamlining your options

Log in to access;▪ Knowledge Base▪ Community Posts▪ Chat▪ Email▪ Status of previous

interactions / cases


Viewing my cases

‘My Cases’ will take you to all of your cases


Test Drive Chat

When to Chat… ▪ Non-emergency issues▪ Can not sit on hold▪ Can be interrupted


Test Drive Email

When to email… ▪ Non-emergency like

OP is down and inaccessible

▪ Not time sensitive▪ How To’s▪ Request for service

that can be planned


Test Drive OP Community

When to use the OP Community… ▪ Does not have to

be about OP▪ Anyone else have

this problem?▪ How can I do this?▪ How do you do it?▪ I have a great

idea!


Test Drive: Knowledge Base

When to use the Knowledge Base

● How To’s● Known Issues● Where to Find● Technical

Specifications● What is OP’s

Best Practice


Let’s Try It!


Questions?


Documents

2015 User Conference OP Support Options, Let me Count the ways... April 25, 2015 Presented by: Gregg Moist Director of Customer Support and IT Operations