Sage Software Customer Support

You may have noticed that, in late 2005, Sage Software Customer Support redesigned the way you reach Sage Support by implementing “cross-queuing” on its support lines. They simplified phone menu selections and eliminated module codes, and implemented staffing changes in an effort to reduce the time it takes you to reach an analyst.Before Sage redesigned the call queues, analysts could take calls only for the product to which they were assigned.

This meant that, while you waited for an analyst who supports your product, available analysts for other product specialties did not assist you, even though they have been fully trained to triage and trouble-shoot all product questions. Now, analysts are available to accept calls for all products. If an analyst specializing in your product is not available to assist you, your call is routed to the next available analyst, who gathers information and searches both internal and external knowledge bases for a possible solution. If the analyst cannot quickly resolve your issue, they will schedule you for a callback from a product specialist.

All analysts, regardless of product, are trained to provide triage assistance on incoming calls. The callback time depends on the severity of your issue. The goal is to complete callbacks within 1 business day or less.

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