• Phone Support means technical support provided through telephone by Live Support.
• Phone Support is currently done by Team Leads, Supervisors, and Managers.
• Phone Support is an alternative support option listed on the clients' live support portals.
• Currently, most clients have a dedicated number to call and leave a voicemail. 
• A few clients have an updated phone support page which is a ticket form to make a formal phone call request. 

• We use phone support to assist users who may not want to communicate with Live Support via chat or tickets. These users are often frustrated.
• It may also be used for users who are not tech-savvy.
• A user may leave a voicemail and may not leave a name or email address. A call can be made to follow up with the user.

2 Models:

• Grasshopper/FreshCaller Voicemail: where a user calls and leaves a voicemail requesting support)
• NEW: Phone Support Ticket Request: where a user submits a ticket for phone support

All calls are outgoing.*

• FreshCaller
• We currently use a Generic Phone Number for most clients. Some clients have their dedicated number such as IHOP, ODJFS, USTA Officiating, USTA Coach, Leica Biosystems, DISD, and Wyoming.

• Review the chat/ticket details carefully.
• Check for any previous chats/tickets that belong to the user.
• If this has not been established, ask the user to provide a date and time for the phone call. This may have already been provided if the user came from chat or the phone call request form. Note to ask the user for the time zone.
• Gather as much information as possible before calling the user.