Who? What? When? Why All the Questions?

If you have been a client of Mode5 for at least the past 9 months or so, I’m sure you have heard my perky voice on the on the other end of the call, ready and willing to help the best way that I can. Recently, I wouldn’t be surprised if you have asked yourself, “Boy, she sure is asking a lot of questions!”, and you would be correct in thinking that, because I sure am!

Mode5 prides itself in making sure that we are able to assist all of our clients efficiently and quickly, in the best way possible. One of the ways we are able to do that is for us to ask you a lot of questions up front, so that the technicians can assist you in a more productive way upon receiving your ticket.

In the process, you may be asked what seems like a list of long and unnecessary questions. The survey-like questions that I am asking consist of subjects such as:

• “Are you the only having this problem?” • “Has this been a problem before?” • “Have you tried anything on your own to resolve the problem?”

Just to name a few. These are crucial questions to help us, help you!

It’s not an uncommon occurrence that during the list of my gregarious questions, the user (aka the caller) will often be able to solve the issue on their own by trying to reproduce or duplicate the issue, by rebooting or restarting their computer, or realize that the issue has just simply resolved on it’s own.

To help us with this process, just try the best you can to gather as much information about the problem as possible, so that the information can then be relayed to the technicians, so that we can help get you back up and running in no time!

I appreciate the time it takes to answer what may seem like my millions of questions, but just know that we have your best interest in mind.

If you would like more information about Mode5, our IT Services, or to request a free assessment of how well your business's current IT solution meets the unique needs of your business, click here.

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