We recently released a new support ticket system to benefit all of our customers. The new system is designed to improve support and provide better customer service by making the entire process faster, easier, and more efficient.
The newly designed support system offers quick answers for common questions in a “Troubleshooter”
tab, covering topics such as: software crashing or freezing, post-processing issues, toolpath issues, and general BobCAD errors. The Troubleshooter takes the user through a series of multiple choice questions that ask for particular details about the user’s problem. Once the Troubleshooter has enough information, it provides an answer that addresses the specific issues provided.
In some situations, the Troubleshooter also walks the user through the process they are having issues with, step-by-step, to ensure that the user is following the correct procedure. If the issue cannot be solved by the Troubleshooter, the user is then prompted to create a support ticket for assistance from a BobCAD tech support team member.
Intelligent knowledge-base articles and cad cam software tutorials are also available on the new support system. The tutorials cover a wide range of topics, from signing up for the online BobCAD community forum to 4th Axis Rotary Feature. The “General Usage” knowledge-base folder contains over 40 different help files for common issues, including: “BobCAD Will Not Print,” “Unexpected File Format,” and “Code Will Not Post.”
For the busy machinist that needs answers now, the full service support system offers new live support online through live chat. Users choose the department they need to speak to from a drop-down menu and submit their questions to the BobCAD support team for real-time answers.
“Changing systems is going to ensure that all issues are properly tracked and allow us to better serve our customers,” stated Sean Owen, Director of Training & Support at BobCAD-CAM. “This system will let customers find answers to simple problems quickly.”
To check out the new available resources and ticket system, please visit http://support.bobcad.com/ or call 727-489-0003 with any questions.
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