ETS has launched an Online Chat Support program this month for all clients, available through the Maintenance Center. Online Chat Support allows clients to contact the Account Management team in real time to assist in answering questions and solving issues as they arise. Clients connect instantly via their computer, cutting costs and saving time.
Questions? Click on the red HELP button on the home page of the Maintenance Center to get started.
Features & Best Uses
- Ease of Contact
- No Hold Times
- Increases Efficiency – Allowing Clients to Interact With us While Performing Other Tasks
- Building Client Trust, Improve Communications, Strengthen Relationships
- Collect Valuable Insights from Clients that Allow us to Constantly Improve our Products an Services
- Boost Valuable Resources – Time, Money and Quality
“Rapid response to customers’ needs on a daily basis is part of what makes our customer service the best in the business.” Ian O’Neil, CEO Electronic Tenant Solutions.
AWESOME: HOW DO I DO IT?
Simply log in to the Maintenance Center and click the red “HELP” button on the upper right corner of the homepage. You will be taken to the FAQ page of the Maintenance Center. Next click on the red button “START ONLINE CHAT” to begin your chat session. An Account Manager will be online shortly to ask you to describe your problem, and to walk you through possible solutions. ** Please make sure your browser allows pop-ups, and you have no plug-ins enabled that could prevent the Online Support Chat window from opening.
SCENARIOS
1) MAINTENANCE CENTER ACCESS REQUEST (Above)
Client would like to help new team members to get access to the Maintenance Center.
AM: Hello! Welcome to Electronic Tenant® Solutions’ online chat support. Please type your name and you’re property name.?
YOU: Hi! This is Joey. I am at JBP Properties located at 1234 31st Street, Washington, DC. I have a question regarding Maintenance Center Access?
AM: I’d be happy to help you with that. What is your question?
YOU: How do I add a new team member so they can get access to the Maintenance Center?
AM: Maintenance Center access is set up on our end. If you provide me with the full name, email address an desired username and password, I can get them set up right away.
YOU: Great! Thank you! Also can you tell me how I can make edits to my Electronic Tenant Portal?
AM: You are welcome! To make edits to the portal, please submit them to our Edits team at edits@electronictenant.com
YOU: Great – thanks for your help!
AM: No problem. Is there anything else I can help you with today?
YOU: No. You have answered my questions.
AM: Great. Glad I could help and please don’t hesitate to reach out if you have any other questions!”
2) TEXTING ERROR FROM THE INSTANT ALERT APP
A client wanted to send a text through the Instant Alert Application. She wanted to understand how to set up new team members’ mobile phones in the Contact Management system to that Instant Alert will recognize them.
AM: Hello Jason, this is Joey. How can I assist you today?
YOU: Hi. I am having an issue with texting from the Instant Alert Application.
AM: I’d be happy to help you with that. What is your question?
YOU: When I try to send a text message from the Instant Alert Application, I receive an error message indicating that none of my selected contacts have mobile phone numbers. How do I set my tenants up with mobile phone numbers?
AM: Thanks for your question. I’d be happy to help you with that. Since all of our Interactive Applications, like Instant Alert, utilize contact information set up in the Contact Management application, you will need to go there to set up a mobile phone number for the users you want to receive texts.
Please follow these following steps:
- Once logged into the Maintenance Center, click on your “Contact Management” application.
- Click on your “Users” link within this application.
- Click on the user you would like to add a mobile phone number to and then click “Edit User” to the left of their name.
- You will scroll down to the Contact Information filed and will then need to enter the number to the “Mobile Phone” number field.
- Once you have added this number, please remember to click the “Submit” button at the bottom of the page. This will apply the new change and now allow you to send the new mobile user a text alert from the Instant Alert application.
YOU: OK! That makes sense. Thanks for the steps,
AM: No problem. Is there anything else I can help you with today?
YOU: No that was it. Thanks.
AM: Great. Glad I could help and please don’t hesitate to reach out if you have any other questions!”
3) CLIENT WOULD LIKE ENGINEER TO VIEW NEW TASKS
You would like to understand how to set up a engineer so that he is able to review his tasks in the Designee Management Application.
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