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Overcome Software Support Phobia

Posted on August 14, 2018 by Bill Langston

Every time NGS product specialists spend time with new users, we encourage them to call our technical support hotline or use our online incident reporting system when they have questions. We spend a lot of time training non-technical, business users of our query, reporting, and financial software, and many of them tell us they never knew they had those options. Yes—they, and you, do.

Just as frequently, we discover people whose encounters with other vendors have caused them to develop a disabling condition we’ll call “software support phobia” (SSP). SSP stems from low expectations and negative feelings. If you have SSP, you may have experienced any or all of the following thoughts when contacting a vendor for software support:

• reaching voice mail or receiving an automated “we’ll get back to you” email
• long wait times listening to bad music or to a commercial telling you how much the company cares about you (just not enough to adequately staff its hotline)
• being asked questions you can’t answer
• not being able to understand the support person
• interacting with a “chat bot” instead of a human being
• being made to feel stupid

We’re eager to help you recover from SSP. We believe that all of our customers, regardless of size, deserve the ready availability of NGS’s technical support and product marketing team to guide them through everything from introductory training to the most complex technical issues.

The healing process begins when you contact NGS technical support for help. We hope that’s soon.

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