‘Hold on, How Come I Have to Wait on Hold?’

July 19, 2011
“Could I please put you on hold?” Sometimes that seemingly innocuous question sounds more like “Could you put your life on hold for me?” Of course I don’t want to do that! What I do want is to have my question answered, my problem solved and my voice heard right now. On hold on two phones, Fishbowl Inventory BlogIt may not be a huge consolation, but here are a few reasons why Fishbowl sometimes has to put you on hold when you call: We want to give you a real person to talk to. Who wants to go through a big runaround through an automated system before finally reaching a human being? Instead of that, we want to answer your call as quickly as we can. But we only have so many people who can answer calls at any given time. We’re a small but growing company. We’re doing our best to keep up with all of our new customers. It’s exciting to keep growing so quickly and serving many new companies. We are increasing our support staff to meet the additional demand, so keep in mind we’re working to make it easier for you to get a hold of us. We’re trying to figure out the problem. If a problem is big enough that you have to call us about it, it’s definitely not something to take lightly. Sometimes you’ll give your support representative an issue that is so challenging they’ll need to get someone else’s help to figure it out. We want to make sure we solve the problem, not make it worse by guessing. Boy, I sound like a movie reviewer who complains that no one pays attention to movie reviews anymore. Just so I don’t come across as a total whiner, I have some real solutions to the problem of phone wait times. I hope these help: Check out the support section. Fishbowl has a big section on its website dedicated to inventory management software support. It includes a wiki, FAQ, help forums and training videos. If you don’t want to wait on the phone needlessly, you can go there and see if your question has already been answered. Read the user manual. On the Fishbowl Wiki, you’ll find several user manuals that give you an overview of how the software works. These manuals have answers to questions you probably haven’t even thought of yet. Call in after hours. Fishbowl has a support representative available to take your calls after normal business hours and on Saturdays. If you’re willing to pay a fee, you can choose to get help when few people are calling in. So the next time you call in and hear the question “Could I please put you on hold?” you can hopefully instead hear “We wish we didn’t have to put you on hold, and we’re doing our best to be quick.”