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Phone System Update, what’s new?

In an effort to provide better service to our clients, along with assisting you to get in touch with our Support team quicker, Microhouse has upgraded our phone system. With the upgrade kicking off in January 2021, we have already received positive feedback from clients surrounding the improved level of service.

What’s new?

We aim to put you in touch with the people you need as quickly as possible. To achieve this goal, we have implemented two major improvements with our phone system as part of the upgrade:

  1. When you press “1” to lodge a Support call the first person you talk to will be a COSTAR Support Specialist. If there are no Support Specialists available, you should leave a message and we will call you back as soon as possible. This ensures that your place in the queue is kept without having to go through to our administration team.
  2. When calling our usual support number(s) in both Australia and New Zealand, you will have the ability to select a “high priority” option (Press “0”). This option is to be used when you have a “system down” situation. A “system down” situation is when you are unable to generate an invoice for your customers¬† or similar impact to your business. As a high priority ticket, it will receive an increased level of priority and will be moved to the top of the Support ticket queue.

What makes a high priority call?

High priority is when (for a retail store) they cannot produce an invoice for a client. That may be; COSTAR is slow, crashing, receiving error messages or won’t start. Other stores such as a wholesaler, may have different reasons, for example, they cannot create pick plans, preventing them from servicing their customers.

Please note, high priority calls are taken over all other calls in the queue and standard calls are answered in the order that they come in.

We are relying on our clients to use the high priority option in good faith for legitimate system down scenarios only and not to use this option to get a quicker response on normal support calls.

New phone menu

The phone menu will be as follows:

  • Press “0” for high priority.
  • Press “1” for Support.
  • Press “2” for all other queries.

Ultimately, the new system will provide you with a more consistent and smoother experience when you contact Microhouse by phone and we will continue to use the same locally based support and the same high quality of support.

We look forward to hearing from you. 

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