Ticket #218: Help! Fix it Now!
“The sound is working in my master bedroom but I have no picture. The screen says ‘No Signal’. Help!”. For a homeowner who just wants to relax with some TV at the end of a long day an immediate response is not only desired, but expected.
But when the request comes in at 11:47 pm on a Thursday, as this one did, it can be tough to get to right away. That is unless you have OneVision on your side.
OneVision’s Role – Instant Triage and Basic Support:
Upon receiving this request we sprang into action immediately. Less than 10 minutes after the support request arrived a member of our 24/7 support team had replied to the homeowner, acknowledging the problem, and asking a series of clarifying questions to assist in effective troubleshooting.
The homeowner replied right away, clearly demonstrating the fact that, despite the time of day, her hope was to find an immediate solution. Our support team worked through a series of remote reboots, while maintaining contact through a series of emails to keep the homeowner apprised of what was going on.
Ultimately a reboot of the HDMI matrix resolved the issue. By 12:19 am we had received the following from the homeowner: “YAY! That worked. It’s all working now! Thank you! Thank you!”. Another satisfied homeowner, and another closed ticket, it was music to our ears here at OneVision.
Our Partner’s Role – Advanced Support:
The OneVision support team diagnosed and resolved the issue in just a hair over 30 minutes, and the best part: our partner never had to be roused from their sleep. The homeowner was clearly impressed, and highly appreciative of the quick response, turning a potentially frustrating event into a shining example of best-in-class service.
There is no better way to ensure that your clients will send you glowing referrals.
Contact OneVision today to see how our 24/7 support team can help you get a better night’s sleep!