Travis Software Official Blog

Starting Monday, July 20th, 2009, we have optimized the time it takes our callers to receive support using the phone! Read below for details about how calling the support queue will change on Monday.

We used to ask all callers who called our support line to have information ready, such as their serial number, and asked them to type it in prior to receiving any support. Our phone system would verify active contracts and then place the caller in the support queue on a first come, first serve fashion.

We tested out how long this process was taking by asking a new hire to call into the support line and handed them the serial number. We were very surprised at the length of time the process was taking, and we aimed to speed it up.

When you call, you will still press 3 to get into the support section, and then you’ll have two choices:

Existing Cases

You’ll press 1 if you have an existing case, and enter it there. You’ll then be sent to the support representative who is assigned your case; if they are helping another client or unavailable, you will have the opportunity to leave them a voice mail. You still have the option to talk to the next available representative if you choose.

New Cases

If you are calling on a new case, or do not have the existing case, press 2. You’re now in the phone queue—that’s it, no entry or waiting. Simply tell the representative who answers your information, and they will create the case for you and give you the case number.