Lacerte'w call in answering service

[williambeasley2]

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.

[Strongsilence-CPA]

 It rarely directs me to someone especially knowledgeable in that area. 

Insightful. This has been my experience too.

Related to Mr. Beasley's idea is my suggestion to match customer experience levels with experience levels of phone support. LC newbies likely have routine questions that have been asked many times before. So, match them with new phone support staff.  Conversely, experienced LC and Pro Series users (maybe Level 7 or above) likely have issues that are more difficult to solve or rarely are encountered. Matching these customers with experienced phone support will reduce frustration and probably make your operations more efficient. IOW, it Saves everyone a lot of time, in William's wording.

@williambeasley2 

I can tell when I am on the phone with new staff. They sometimes will be consulting in the background with their supervisors. So essentially, they are conduits. This isn't effective.

@IntuitJim