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.

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Presentation transcript:

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 General Session

2015 Office Practicum User Conference Putting a Face to the Name or Voice Helping customers succeed with OP!

2015 Office Practicum User Conference 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

2015 Office Practicum User Conference 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 . ▪ Pick up my phone and call. But what is the best channel?

2015 Office Practicum User Conference Streamlining your options Log in to access; ▪Knowledge Base ▪Community Posts ▪Chat ▪ ▪Status of previous interactions / cases

2015 Office Practicum User Conference Viewing my cases ‘My Cases’ will take you to all of your cases

2015 Office Practicum User Conference Test Drive Chat When to Chat… ▪ Non-emergency issues ▪ Can not sit on hold ▪ Can be interrupted

2015 Office Practicum User Conference Test Drive When to … ▪ Non-emergency like OP is down and inaccessible ▪ Not time sensitive ▪ How To’s ▪ Request for service that can be planned

2015 Office Practicum User Conference 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!

2015 Office Practicum User Conference 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

2015 Office Practicum User Conference Let’s Try It!

2015 Office Practicum User Conference Questions ?

2015 Office Practicum User Conference