Sage 100

Just spoke with a Client that had been waiting on the phone for Sage Support for quite some time. They were # 85 in the queue when they gave up and called us.

What an opportunity to sell them a Platinum Plan!

And then customers start to ask what they are getting for those support $$.

Having not called tech support in ages (Nothing beats 90M tech support), I did not realize Sage knew enough to tell you what number in line you were. Just amazing.

Just spoke to another client who had the exact same issue. I think they said they were initially number 85 as well. Perhaps that's just what they tell people. After an hour, they had moved up to #57. They just gave up and called us.

In the old days (when the Irvine office was a thriving office), support had large electronic boards that tracked the status. I am guessing they no longer have those.

When was the last Summit that Sage talked about a meaningful metric that was improving ? I think they just gave up.

Sage apparently wants you to tweet them using these hashtags https://sagecity.na.sage.com/sage_city_town_hall/w/site-help/588.social-media-hashtags

I have no idea why this would/should be faster than calling. I also don't think most customers want to publicly tweet support #weird

PS - for the pas 12-18 months I've only been able to have someone at Sage speak with me if it is something they spot publicly (LinkedIn, blog). Truly the definition of a reactive company.

I pinged Sage on this - any way to learn what # the customers called? Hey Wayne, so we have our ""queue guy"" taking a look at what could have happened. Can you confirm which number your team is calling? Is it the 1-800-854-3415 main line? I've run through the process and had a different experience, this is why I'm thinking it might be a different queue you guys are going in to. I've confirmed that right now there is not a long wait for Support - but it doesn't tell me my place in line... Any info is a huge help, and thanks again for letting us know - we definitely want to be sure we are providing a better experience!

Huh. The Sage ""queue guy"" doesn't have the tech to scan history of all his incoming lines to see max waiters, and frequency of hang ups? This is pretty common call center monitoring stuff.

I just heard back from my customer. She tells me it was the ""LIVE CHAT"" not a Phone Call. The email message she gets reads:: Don't worry - if you get disconnected we've got you covered. Please Click Here or use this link to reconnect in the queue. If i click it this morning, she is # 47 in the queue.

Thanks - so Sage has attracted 85 people to their chat offering? I wonder if this is a combined que count so it includes all Sage products. Seems very high for Sage 100 alone.

Yes, that's about all Sage will 'fix'.

PS - Sage will probably ""fix"" this by removing the ability for a user to see how many others are in line.

And every time I click on the link, it sent the customer another email. Ooops! I think I clicked on it 4-5 times. :)

I heard from a client of mine yesterday who called Sage accidentally instead of us, and Sage's automated system basically said something to the effect of ""we're very busy, try back later"". Gotta love it!!

This is just one of so many issues we encounter with Sage, including the untrained or poorly trained Sales Advisors, confusion about unlock keys, tier posted incorrectly or not posted at all (for 3+ MONTHS), RSMs not knowing about the Sage Accountants Network, etc. It seems to be never ending and new issue come up every week. Currently at least a third of our billings are general consulting and I intend to increase that this year.

They have one of those ""quiet rooms"" at the headquarters that has videos of clouds and soothing music. They are probably all busy lining up outside that room.

Whenever we call, we get the 'leave a number and we'll call you back'. Which would be great, except there is no way to leave your extension. Going to be hard to get through our auto-attendant to the right person without the extension.

@KerrieGuarino Ahhh. that explains our weekly email from our Accounting Department that says: ""We have Sage Support on the phone, but they don't know who they are calling.

It has to do with priorities. In the series ""The Crown"", Queen Elizabeth has a direct line put in so the horse manager, Porchey, can call her directly. That's what we all need. I'm sure Sage UK would understand.

Sage always seemed to call back after hours or while I was in the little girls room. So I leave my cell number now.

That sounds like a direct line to me. (They didn't have cell phones yet in ""The Crown"".)

I use the 800.371.3602 number to get into the queue when needed and generally get fairly quick responses.