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Monday, August 22, 2011

Tips and Tricks: Getting Support When You Need It

We at TapToTalk are proud to have real people available to answer your questions on the use of TapToTalk and TapToTalk Designer. We often respond within two hours of receiving your support request. It is a rare occasion when we cannot respond within the same business day. Though our official hours are Monday through Friday, 9am-6pm Pacific Time, we often respond to email and support form questions "after hours."

The Contact page on our web site gives you several ways to contact Tech Support. We highly recommend that you use the Support Form accessed with the link that says "THE FASTEST WAY TO GET "HOW-TO" HELP & TECH SUPPORT" on the Contact page. That form can also be accessed from the Customer Zone using the link that says "Contact Tech Support." The Customer Zone also provides a quick link to our Online Help and Documentation page, where you can find lots of TapToTalk documentation and instructions (this same material can be accessed using the Help link in TapToTalk Designer).

The more detail that you can give us about the problem you are having or where you are getting "stuck" the better. Regardless of how you contact us, please include the email address that you use to log into TapToTalk Designer.

We know you may be tempted to pick up the phone and call. However, you will not get faster service that way. Support requests are answered in the order that they are received regardless of whether they come through email or the phone.

On the other hand, please do not hesitate to contact us as described above when you need help. You will get answers a lot faster that way than by posting a question on our Facebook page. Facebook is not monitored by our support team, so your question or concern may be missed and response will certainly be delayed. And we want to respond quickly and individually to your support needs.

We also understand that sometimes you just need to talk to a real person. But, please give us a chance to answer your question via email. If this doesn’t work, we can and will schedule a telephone session. We can even use a remote support tool where we can see what you’re doing or can show you how to do something when we are both at the computer. Scheduling a session does take a little planning so that we aren’t playing telephone tag.

Please take advantage of our Tech Support if you have ANY questions. We are here to make sure that you and your child are successful with TapToTalk.

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