The phone answering service ask me what I need help with. It rarely directs me to someone especially knowledgeable in that area. I would rather be able to respond with a form number, via my phone pad, or a coded list of areas for support on an issue. Then the same problem does not have to be figured out by 500 people during the year. maybe just 5. Saves everyone a lot of time.
Also, that group would be very profecient in recommending fixes to the program that might solve the problem for that year.
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