Support
Telephone System
Direct Telephone Routing Service
Customer Support provides a global Direct Routing Service in each of our Technical Assistance Centers (TAC). We appreciate your feedback and comments on our telephone system. Please forward them to support@lgc.com.
Our Objective
A principal objective for maintaining high-quality customer support, is to route customer calls and emails directly to a qualified support analyst, who can resolve your issue in a timely manner.
Advantages of automatic contact routing:
- Immediate, direct access to a qualified analyst for new issues.
- Return calls and emails on existing issues are routed to the original analyst handling your case.
- A case will be automatically generated when leaving a voice mail message, even after business hours.
- Contact Dispatch, by pressing "0#" at any time.
To connect you to the right person, we need to know who is calling and the product on which you need assistance. You will be given the option to enter:
- PIN (Personal Identification Number) (for new issues)
- Call ID for existing issues (follow up calls)
- 0# to talk with the Support Operator (new and forgotten PINs)
- Use Quick Call to shortcut the Product selection menu after entering your PIN. Enter *Quick Call ID
PIN -- Personal Identification Number. Unique number for each user in our Case Tracking System. New client or forgotten your PIN - Press 0# at the initial voice greeting to speak with a Customer Support Coordinator.
Call ID -- Call Identification Number. Each call or email is assigned a unique case number in our Case Tracking System. All information regarding your issue can be referenced by our Support staff.
For an outstanding issue - Use an existing Case ID number.
For a new issue - Create a new case.
Support Dispatchers -- Will assist you with various operational questions such as:
- Contacting a Support analyst
- Creating or finding a PIN
- Finding an existing Case ID
- Answering general how-to questions about the telephone system and the support organization
- Assisting with the Customer Support Portal
Upon entering the telephone system:
You may enter your PIN# or CALL ID# at any time during this message. This will work for any of the voice prompts throughout the system.
Want to reach a Customer Support Coordinator:
At any time, you may reach Central Dispatch, by pressing 0#.
If you have contacted us before:
You may hang up after entering either an existing Case ID or after making a PIN / Product selection. There is no need to wait for an analyst. Your call has already been logged and an analyst will return your call from our queue. Do not use this feature unless we have a telephone number associated with the PIN or Call ID number you entered. After Hours customers must leave a voice mail message.
If no analyst is available:
Dispatch will assist you or you may leave a voice mail message.
- Identify yourself to the system
- Input PIN ID # or enter an existing Case ID
- Select a platform
- Select a Product
- For a new issue, after selecting a Product, you will receive your Case ID number and be placed in the queue for an analyst.
- For an existing case, you will be directed to the analyst who is handling your issue.
Having PIN ID problems -- If you need or have forgotten your PIN ID, select 0#. Dispatch will assist you.
Use Quick Call, our Apropos IVR feature, to shortcut Product selection after entering your PIN.
To Identify your previous Case to the system
- Input your Case ID #
- If the Case ID is OPEN , you will be routed to the analyst handling the case.
- If the Case ID is CLOSED, the case will be reopened and you will be routed to the analyst handling the case. Cases older than 15 days will not be reopened. You will receive a new Case ID and be placed in the queue for an available analyst.
Having CALL ID problems -- If you need or have forgotten your PIN ID, select 0# ("At any time, you may reach Central Dispatch, by pressing 0#.").
Certain products offer 24-hour support to subscribing customers. Contact Support for more information on which products offer extended service hours.
How to access:
- Enter your PIN.
- Leave a voice message and include your telephone number.
- Hang up and the on-call Support Analyst will be paged to return your call.
- Dispatchers are not available outside normal business hours.
