inTouch Online Support Query

DataPath wants you to know that we are listening to you. As we move forward, we are creating new and exciting tools to assist you in the everyday use of our DataPath Suite software solutions. The newest addition DataPath has unveiled is the inTouch Online Support Query.

What is the inTouch Online Support Query?

inTouch Online Support Query provides you access to DataPath Software inquiries initiated by your organization. It has been created to keep you “in touch” with us by enabling you to view all active, in process and resolved issues that have been submitted to DataPath Customer Service and see where in the resolution process the issue is.

Has the issue been resolved?

This product allows you to see the original inquiry, any communication with Customer Service regarding this inquiry and how the issue was resolved/where it is in resolution. If there was a “work around” created for the issue or a simple solution, you now have access to how the issue was originally resolved without have to open a new inquiry. You now have an archive of past customer service inquiries for reference at your fingertips.

Was it sent up to a higher level of support?

The Online Support Query allows you to view where in the customer service/development area this issue is. If it has been referred to a higher level of support, you will be able to see where it has gone to (Technical Support, Management, Quality Assurance, or Development) as well as the status of the issue (In-Dev, Awaiting Feedback, In-Progress, etc.).

Does customer service need further information from you to resolve the issue?

If customer service requires further information from you to resolve, the entire inquiry line will be highlighted in red. This allows you to see at a glance if customer service needs more detailed information, further explanation or an archive of the client in order to resolve the issue.

One issue that has recently been brought to light is that sometimes our emails requesting more information are not getting through to the client. This may be due to a number of reasons including high security (getting caught in spam filters), not on the allowed list to receive emails from, etc. The inTouch Online Support Query allows you to directly access the inquiry and know immediately if further action is needed.

How does this affect your support calls/emails?

This allows you to IMMEDIATELY see your inquiry online. If you submit the Contact Technical Support form through the inTouch Online Support Query, you will be able to refresh your computer and see in real time that it has been sent to Customer Service. All you have to do is fill out the online questionnaire which contains all the information customer service needs to initiate your inquiry. And by accessing your inquiries online, you can quickly and easily see where we are in the resolution of your issue.

You will quickly be able to see if customer service needs further information from you (highlighted in red), the status has been updated (highlighted in blue) or if it has been escalated to a higher level of support (highlighted in yellow).

Any customer service query submitted on or after February 16, 2007 is now available to view online under inTouch. You may search for a specific inquiry by the pre-set parameters in the search box. This allows you to search by Inquiry #, Date, System or description. You may also search by status for any inquiries In Development, In Progress, Remanded to another department for resolution, or Resolved.

We have been beta testing this product with a limited number of clients for several months now. It has met with positive reviews and a high level of utilization from those who have tested it. The ease of use, as well as the convenience of 24/7 access to previous issue resolution have been high points with testers.

This feature is currently active for all clients. To access:

Log onto www.dpath.com, under support there is an inTouch button. Once there, you should be able to view all inquiries from your company sent to DataPath Customer Service as of February 16, 2007.

If you have any problems with this feature, please contact customer service at support@dpath.com and a customer service representative will be happy to assist you.

More to Come From inTouch…

inTouch is a new online product we are developing to assist you in your everyday use of the DataPath Software. Watch for information in the DataPath Voice Newsletter and News Updates for as we develop and implement each phase of our new inTouch web portal.

Check out our Products at DPI-Suite.com

LEGAL DISCLAIMER: Material contained in this newsletter is not legal advice, and should not be construed as legal advice. If you need legal advice upon which you can rely, you must seek a legal opinion from your attorney.

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