Software support works a bit like an insurance policy. You hope that you will never need to call on it, but you have the reassurance and peace of mind of knowing that it’s there.
Firms who pay for software support on their current legal accounts and practice management system may consider that it is an unwelcome cost or even wonder what they are getting for their money. This is one of the reasons why we include full software support in the fees that you pay for Insight Legal. Our support has real value, whether it is from the speedy assistance helping you get the reports that you need for your auditors’ visit or the reassuring voice talking you through correcting your mistake that you initially thought was much worse than it actually is!
We believe that effective support is essential, which is why we provide it as standard.
How We Support You
Many software companies charge an additional fee for their support service on top of the licence cost. With Insight Legal, software support is included in the price that you pay.
We pride ourselves on offering a support service which is both instant and expert.
As support is included in your monthly fees, any of your staff can contact us when they need to. You can use our telephone support line or email us, whichever you prefer. We even have tools built in to our software so that we can connect to your computer and share your screen with you if you need us to look at something.
Support is not a substitute for training, but luckily we provide that too!
What You Can Expect
Our support service is staffed by experienced legal cashiers and those with law firm experience as well as technical expertise. Most importantly, we are not a call centre. When you call us, you get straight through to one of our team who will take details of your problem and either resolve it themself or put you through to someone who can help. We do not log your call, give you a ticket number and then call you back later.
We know that no one calls a Support line for a chat or to report that you’re absolutely fine! You call Support because you’re stuck and need a quick answer or a quick resolution. Insight Support is provided by the experts, so you can expect a reassuring voice and expert help.
We don’t monitor our staff on how many calls they close, we just check that the customer is happy and has a complete resolution. That is all that matters.
Start on-line Support Session
At Insight Legal, we use TeamViewer to help us provide support to our clients.
TeamViewer allows us to share your screen to see exactly what is happening. We can then direct you on how best to complete the task that you need assistance with.
Click here or on the image below to start the TeamViewer client;
Once you have clicked the button and the Quick Support Program has downloaded, you will need to select Open or Run depending on which Internet Browser you are using.