Why do I have to pay for technical support?

This question undoubtedly arises for almost every tenth user of the Torgsoft warehouse accounting program, and many of them express it out loud when contacting technical support or the sales department.

We have tried to collect all the objections of our customers and their arguments in favor of unpaid technical assistance in order to explain why, in spite of everything, user support is paid in Torgsoft.

• I bought the program!

The Torgsoft warehouse accounting program is a ready-to-use product. After purchasing it, you have access to all the standard options. And, if there is no need, you do not need to contact technical support and, accordingly, do not pay for it. If the need arises, you can figure it out on your own with the help of video tutorials, webinars by Torgsoft and the electronic Torgsoft User Guide.

• In other companies, technical support is provided free of charge!

Indeed, there are companies that service their products for free. But the question is how quickly you will be provided with assistance and whether your problem will be solved: most often, a client can contact the vendor via email and sometimes have to wait several days. In some cases, it happens that the cost of technical support is included in the monthly/quarterly/annual subscription fee (and thus it can no longer be considered free). In our case, the specialist connects via the AeroAdmin program and works on your issue online until it is completely resolved.

• When my vendors learn how to use my product, we don't charge any money!

We also don't charge money when you contact the sales department for advice on what Torgsoft is, whether it is suitable for your business, which license is best for you, and other issues. But if, for example, you sell mobile phones, and your customer brings a product purchased from you with a request to customize the smartphone and install useful programs, you won't do it for free?

• When I called, I did not have access to a computer. I was told what to do in my case, but the problem was not solved - what I have to pay for?

For a consultation. After all, you pay for a lawyer's consultation, even though he or she sometimes does not solve your problem, but only provides information. In addition, if you need to resolve an issue related to the program's operation or hardware configuration, it is more expedient for our specialist to be able to connect to you via TeamViewer.

• And I knew what the problem was.

Of course, there are situations when you intuitively feel (or really know) how to solve a problem. But at the same time, when you have a toothache, for example, and you know the cause, you don't put a filling on yourself, you go to a professional.

There is also an anecdote on this topic:

We brought a machine built by the Americans to the plant, but we couldn't get it running. They called a specialist - a nondescript man, an ordinary technician, arrived, looked at it, hit the right place on the accelerator with a sledgehammer several times, and everything worked. When he was asked how much the work cost, he said 50 cents for each hit with a sledgehammer, and $10,000 for knowing where to hit it :)

So, our guys know where to hit, and this knowledge is unique, so it is not free.

• It's a problem with your program - everything works like clockwork for me!

На основі з нашого багаторічного досвіду, в 95% випадків проблема криється в операційній системі, проблемах з інтернетом, горезвісному людському факторі тощо. Якщо ж виявляється, що питання дійсно в Торгсофт, то час, витрачений на розв'язання питання, не враховується.

• When you connected, something broke or you broke something for me!

First, we value our time and the time of our clients. Secondly, it is important for us that your business works without delays. And thirdly, our technical support specialists are all highly qualified and so busy that they simply don't have time to do this kind of work.

• You connect to our program while we are not looking and do something on purpose to prevent it from working!

We do not have the technical ability to connect to your computer without your (or your employees') participation. This is because AeroAdmin needs to be enabled on both computers (ours and yours). In addition, each time you connect, the program generates a new password, which you tell us to connect (we have no way to find it out on our own).

• I bought "Salesperson payroll + System of motivation, penalties and rewards". Why should I pay for its customization?

After purchasing an additional option and activating it, you can already use it. But in most cases, clients want to customize it to the specifics of their business. In principle, the website has enough articles and video tutorials that allow you to customize the option on your own. In addition, detailed information can be found in the electronic User Manual. However, if you need advice on which scheme is better to use in your business, consultations, and specific actions of technical support specialists, this entails additional costs.

• I only talked to you for a minute.!

We answer any "minute" questions and clarifications on the website, in Telegram @torgsoft_help. Our customers buy technical support services to solve a number of problems. 

• And before, technical support was free!

Yes, indeed, in the past, technical assistance was provided free of charge by the central office and dealers. This is because at that time the number of customers was small, and several people could handle their service. Nowadays, the number of customers is growing every day, and it is very difficult to deal with issues promptly with the same staff. Over the past few years, the technical support service has increased 4 times, but, to tell the truth, we can't increase the staff to 100 people, and you certainly won't agree to wait a day or more to resolve your issue.

These are basically all the comments we hear from clients about the cost of technical assistance. We hope that we have convinced you of the expediency of paid technical support. After all, the main thing is not the absence of a fee, but the effectiveness of the services provided and the final result, isn't it?

23.10.2014