How to Access Rekall Support: A Guide for Clients and End Users
Efficient access to IT support is critical for ensuring prompt and effective assistance. This article outlines the three methods for reaching the Rekall service desk for support and explains why following these guidelines benefits both our clients and our team. Additionally, we’ll highlight common mistakes that slow down the process and hinder the overall support experience.
Preferred Methods to Access Rekall Support
1. Request Support via Phone
The first and easiest way to reach Rekall support is by phone. End users can dial 800-554-4166 to connect with our support team. When a call is placed, the end user will typically be greeted by our receptionist, who is trained to handle incoming support calls. The receptionist will either direct the call to the appropriate team or create a support ticket. If the receptionist is unavailable, such as being on another call, the caller will be directed to a prompt to select an option for support. Selecting the support option will place the caller in the queue, where a technician may answer directly. If no technician is available, the caller can leave a detailed voicemail including contact information and a description of the issue. This voicemail will be transcribed and entered into our ticketing system, where it will be assigned to a service desk engineer within minutes. The engineer will then reach out promptly to assist.
2. Request Support via Email
Emailing support@rekalltechnologies.com is another efficient way to request assistance. When submitting an email, end users should include as much detail as possible about their issue, along with their contact information, especially if they are working remotely. Detailed context about the problem helps our engineers prepare in advance, potentially saving the end-user time during the resolution process. Once an email is received, it is routed to our ticketing system, where it is reviewed by the service desk manager and liaison. Within 60 seconds, the ticket is assigned to a service desk engineer who will reach out to resolve the issue. Providing comprehensive information allows our team to deliver a faster and more effective response.
3. Request Support via Rekall Website Form
End users can also access support through our website at rekalltech.com. On the top-right corner of the homepage, there is a bold, orange “Support” link. Clicking this link provides options to call or submit a ticket. If an end user selects “Submit a Ticket,” they will be directed to a form that can be filled out online. This form is then submitted to our ticketing system in the same way as an email. A service desk engineer will review the ticket and respond promptly. This method is particularly useful for those who prefer a web-based option or who need to provide additional details regarding their request.
Methods to Avoid
Calling the Sales Line
Sometimes end users mistakenly call the Rekall sales line for support. This line operates on a separate system and does not connect to the support team. Sales representatives must forward these calls to the receptionist, which restarts the process and causes unnecessary support delays for the end user.
Contacting the Billing Department
Sometimes end users call the billing line looking for support. If this occurs, the billing team will need to redirect the call to the receptionist, prolonging the support process.
Using Google Search Links
End users sometimes google for Rekall Technologies, and click on the first Google search result for Rekall, which is a sales advertisement, not the Rekall website. This link directs calls to the sales team instead of support, leading to the same delays as described above. To avoid this, clients should use the official contact number provided on our website or the business listing on Google’s sidebar.
Why Proper Access Matters
Using the methods outlined above ensures faster response times, as requests are routed directly to the support team. Detailed information provided during initial contact allows engineers to prepare and resolve issues more efficiently, improving the overall client experience. Avoiding detours through sales or billing also lowers the support request time as well, ensuring resources are allocated effectively. By following these guidelines, clients and end users can enjoy a smoother and more effective support experience. For any questions or further clarification, please contact your Client Success Manager. Together, we can ensure your support needs are met seamlessly and efficiently.
