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At SherWeb, we pride ourselves on having a top of the line customer service. Be it through 24/7 phone and email support, numerous FAQs, or live chat sessions with our sales staff, we aim at providing the best customer support in our industry.

Nonetheless, there are a few things you, as a user, can do before emailing or calling SherWeb’s support line that will significantly cut down your call time and probably lower your stress level. This blog post is written in the hopes to make your customer service experience enjoyable and stress-free.

1.   Make sure we can help

Make sure your problem is relevant to our business: we handle Microsoft Exchange 2003 and 2007, Microsoft SharePoint, mobile and BlackBerry synchronization, web hosting, and CRM-related issues. If you are having problems with Microsoft Word, we can’t help you!

2.   Consult online help

Consult online tools made available to you. Chances are we have resolved a similar issue before. Visit our support site and see if your issue can be resolved with one of our FAQs.

Can’t connect? We may be performing a scheduled maintenance that is affecting your connectivity. Check our network status page for information on scheduled and unscheduled maintenances on our servers or any other temporary issue.

3.   Help us help you

Explain your issue in detail when sending a support request. You would be surprised how many times we hear: “Hi this is Dave, I’ve got a problem with my mail, please call me back as soon as possible. It’s an emergency!”

Well, guess what? With the number of customers named Dave, it is really hard to figure out which Dave you are! Please include your full name, domain, email address, phone number, and a detailed description of your issue. Doing so will ensure that when we return your call your issue will most likely be resolved and if not, we will know precisely which questions to ask.

4.   Be helpful

Last, but not least, please be kind to our support staff. SherWeb’s techs are well trained, professional, and always ready to help you. We understand that your issue may be affecting your business and causing you to be stressed out, but remaining calm and patient will help us better understand your issue and resolve it faster.

by Yves Landry. A senior level 2 technician at SherWeb, Yves is also in charge of training new techs and updating the support site. He has been with the company since January 2008.

2 comments

Posted by Chris at 11:33 am at 4. August 2009

I love these tips, it really helps us to 1 – establish the Best service in the business
2 – establish a relationship with our clients 3 – helps us improve and clarify our products to make them VERY user friendly and 4 – lets us focus on moviing forward in the technology industry so our clients will have the BEST product out there.

As for our clients, the support page is really the first step in solving alot of issues that may pop up. http://support.sherweb.com/frmsupport.php

Keep up the good work Yves and I tip my hat to our Support team as well.

Posted by Sameer at 1:48 am at 17. September 2012

Rhys DaviesAs an Edmonton-area resident for most of my 45 years, I have fowoelld the Edmonton Oilers since they joined the National Hockey League in 1979.During these 32 years (and seven more in the WHA), the Oilers have built a strong tradition of excellence. With five Stanley Cup championships, the pioneering of outdoor games with the 2003 Heritage Classic, a resurgence to the Stanley Cup Final in 2006, and the promise a great future, the Oilers mean a lot to the City of Edmonton and Northern Alberta.I applaud City Council on its efforts with moving these negotiations forward. At this point, they have approved zoning for the land, and they have approved a 17-point plan that has become the basis of the funding framework. City Council has also taken steps to represent and protect the broader interests of Edmonton residents by examining different options for funding and managing its risk. However, I feel that city councillors should also consider the public benefit of the arena, especially when some council members are board members of Northlands. What is the legal claim that Northlands has on the concert business, and what kind of money would they expect if they were to continue operation of Rexall Place after the Oilers have departed?I hope that the upcoming discussions with Mayor Stephen Mandel and City Manager Simon Farbrother, Oilers owner Daryl Katz and NHL Commissioner Gary Bettman reach some kind of resolution where all parties can move forward. I also hope that a meeting with Mayor Mandel and Premier Redford is taking place soon. I agree they should not be involved in subsidizing private business; however, I am sure they recognize Edmonton’s needs and the value that a publicly-owned arena will provide to downtown. The city has done its homework with the Community Revitalization Zone for downtown. I hope that the province can find a way to bridge the gap, while being fair to the rest of the province.There is no doubt that the Oilers and arena will have strong support, should it be built downtown. Oiler fans and concert-goers have been under-represented during these talks, but their input has helped shaped the direction these arena talks have taken. There are many members of the Edmonton public that support the Arena District.I hope that all parties can find a solution as the October 31 deadline approaches. There has been a lot of work done already, and the fate of the arena district will have a huge impact on the direction of Edmonton’s future. Please, let’s find a way to make this happen.

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