{"id":1379,"date":"2020-01-11T07:01:00","date_gmt":"2020-01-11T12:01:00","guid":{"rendered":"https:\/\/wordpress.ocps.net\/presenceblog\/?p=1379"},"modified":"2020-01-10T07:12:31","modified_gmt":"2020-01-10T12:12:31","slug":"schoolmessenger-customer-support-update","status":"publish","type":"post","link":"https:\/\/wordpress.ocps.net\/presenceblog\/schoolmessenger-customer-support-update\/","title":{"rendered":"SchoolMessenger Customer Support Update"},"content":{"rendered":"

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\n
\nGetting customers to the answers they need is a top priority at Intrado SchoolMessenger. That’s why we are improving our phone system to make that a reality. And while we had a lot to be proud of in 2019, we understand that some customers experienced unprecedented customer service delays when seeking support in recent months. In light of this, we’ve further augmented staffing and introduced several tangible service improvements that customers will experience firsthand.<\/span><\/p>\n

\"\"When you call in for support you will reach a live person more quickly. <\/strong>But when call volumes are high, you’ll soon have an option to hold or choose our new call back feature<\/strong>. Those utilizing the call back feature will be placed in a queue based on their place in line and will receive a call back when a customer support tech is readily available to help them.<\/p>\n

Additionally, there will be a prompt for you to select whether you are calling about a new or existing issue. This selection will more quickly get you to the right resource who can expedite your resolution. Look for these improvements in the coming weeks.<\/p>\n

These staffing augmentations and phone system changes are in addition to new routing and escalation improvements put in place for chat and email support, giving you more ways to quickly get the help you need.<\/p>\n

As a reminder, we are here to support our customers through any contact method they choose. Customers may call us at 800-920-3897 (option 2), email us at support@schoolmessenger.com<\/a>, or reach out to us through chat at resourcecentral.schoolmessenger.com<\/a>.<\/p>\n

As always, we want to acknowledge our appreciation for you, our customer. We’re really excited for the coming year and look forward to partnering with you for success in 2020 and beyond.<\/p>\n

Thanks,
\nCustomer Engagement team
\nIntrado | SchoolMessenger<\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"

Getting customers to the answers they need is a top priority at Intrado SchoolMessenger. That’s why we are improving our phone system to make that a reality. And while we had a lot to be proud of in 2019, we understand that some customers experienced unprecedented customer service delays when seeking support in recent months. … <\/p>\n

Continue reading “SchoolMessenger Customer Support Update”<\/span><\/a><\/p>\n","protected":false},"author":8,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[27],"tags":[],"class_list":["post-1379","post","type-post","status-publish","format-standard","hentry","category-news-from-school-messenger-about-the-portal"],"jetpack_featured_media_url":"","jetpack-related-posts":[{"id":1473,"url":"https:\/\/wordpress.ocps.net\/presenceblog\/message-from-schoolmessenger\/","url_meta":{"origin":1379,"position":0},"title":"Message from SchoolMessenger","author":"Carlos Hernandez","date":"March 25, 2020","format":false,"excerpt":"During this time of uncertainty, Intrado SchoolMessenger is here to help. From giving schools and districts the ability to rapidly communicate with constituents to offering solutions to newly evolving challenges like remote learning, we are your partner through it all.Intrado SchoolMessenger has been successfully delivering staggering message volumes, including sustained\u2026","rel":"","context":"In "SchoolMessenger News"","block_context":{"text":"SchoolMessenger News","link":"https:\/\/wordpress.ocps.net\/presenceblog\/category\/portal-related-news\/news-from-school-messenger-about-the-portal\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":298,"url":"https:\/\/wordpress.ocps.net\/presenceblog\/training-materials-available-from-schoolmessenger-for-presence\/","url_meta":{"origin":1379,"position":1},"title":"Training Materials Available from SchoolMessenger for Presence","author":"Carlos Hernandez","date":"April 27, 2018","format":false,"excerpt":"There is a wide variety of training materials available through SchoolMessenger for our Presence website. To access these, go to https:\/\/resourcecentral.schoolmessenger.com. You must login with your SchoolMessenger account username and password (not your OCPS account). If you have not requested one yet, there is a box on the right side\u2026","rel":"","context":"In "SchoolMessenger News"","block_context":{"text":"SchoolMessenger News","link":"https:\/\/wordpress.ocps.net\/presenceblog\/category\/portal-related-news\/news-from-school-messenger-about-the-portal\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":683,"url":"https:\/\/wordpress.ocps.net\/presenceblog\/are-you-new-to-web-site-management\/","url_meta":{"origin":1379,"position":2},"title":"Are You New to Web Site Management","author":"Carlos Hernandez","date":"July 12, 2018","format":false,"excerpt":"It is that time of year that we see many new staff members being assigned the duty of updating\/maintaining their district or school websites. For some, this may be their first exposure to managing a site. The district, along with SchoolMessenger (the company that supplies and hosts our portal software)\u2026","rel":"","context":"In "Getting Ready for the New School Year"","block_context":{"text":"Getting Ready for the New School Year","link":"https:\/\/wordpress.ocps.net\/presenceblog\/category\/portal-related-news\/news-related-specifically-to-school-sites\/getting-ready-for-the-new-school-year\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":713,"url":"https:\/\/wordpress.ocps.net\/presenceblog\/school-safety-from-schoolmessenger\/","url_meta":{"origin":1379,"position":3},"title":"School Safety \u2013 (from SchoolMessenger)","author":"Carlos Hernandez","date":"August 1, 2018","format":false,"excerpt":"Is It Back-to-School Already? No matter how you package it, back-to-school is a time of transition. Ask most of your students when they want to go back to school and you'll likely get the same answer, \"Not yet.\" Ask their parents and you might get a much different answer. Ever\u2026","rel":"","context":"In "Getting Ready for the New School Year"","block_context":{"text":"Getting Ready for the New School Year","link":"https:\/\/wordpress.ocps.net\/presenceblog\/category\/portal-related-news\/news-related-specifically-to-school-sites\/getting-ready-for-the-new-school-year\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":549,"url":"https:\/\/wordpress.ocps.net\/presenceblog\/sorting-within-the-document-container\/","url_meta":{"origin":1379,"position":4},"title":"Sorting Within the Document Container","author":"Carlos Hernandez","date":"April 12, 2018","format":false,"excerpt":"Recently it was discovered that the \u200bSort by Column feature in the Display Settings of the Document Container did not actually sort the files or folders within the container.\u00a0 This information was passed on to SchoolMessenger.\u00a0 I recently received word that the bug has been found, fixed and the correction\u2026","rel":"","context":"In "SchoolMessenger News"","block_context":{"text":"SchoolMessenger News","link":"https:\/\/wordpress.ocps.net\/presenceblog\/category\/portal-related-news\/news-from-school-messenger-about-the-portal\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]},{"id":727,"url":"https:\/\/wordpress.ocps.net\/presenceblog\/district-web-site-webinar-by-schoolmessenger\/","url_meta":{"origin":1379,"position":5},"title":"District Web Site Webinar by SchoolMessenger","author":"Carlos Hernandez","date":"August 14, 2018","format":false,"excerpt":"Yesterday, August 13, 2018, we conducted the first of two detailed webinars for our Mastering your website series. You can currently access the recording of the webinar at the following URL by using your school credentials: https:\/\/attendee.gotowebinar.com\/register\/7706018895353682946 I don't know if this will work for those who did not register\u2026","rel":"","context":"In "Internet\/Intranet News"","block_context":{"text":"Internet\/Intranet News","link":"https:\/\/wordpress.ocps.net\/presenceblog\/category\/portal-related-news\/news-related-to-internet-and-intranet-sites\/"},"img":{"alt_text":"","src":"","width":0,"height":0},"classes":[]}],"jetpack_likes_enabled":true,"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/wordpress.ocps.net\/presenceblog\/wp-json\/wp\/v2\/posts\/1379","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/wordpress.ocps.net\/presenceblog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/wordpress.ocps.net\/presenceblog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/wordpress.ocps.net\/presenceblog\/wp-json\/wp\/v2\/users\/8"}],"replies":[{"embeddable":true,"href":"https:\/\/wordpress.ocps.net\/presenceblog\/wp-json\/wp\/v2\/comments?post=1379"}],"version-history":[{"count":2,"href":"https:\/\/wordpress.ocps.net\/presenceblog\/wp-json\/wp\/v2\/posts\/1379\/revisions"}],"predecessor-version":[{"id":1381,"href":"https:\/\/wordpress.ocps.net\/presenceblog\/wp-json\/wp\/v2\/posts\/1379\/revisions\/1381"}],"wp:attachment":[{"href":"https:\/\/wordpress.ocps.net\/presenceblog\/wp-json\/wp\/v2\/media?parent=1379"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/wordpress.ocps.net\/presenceblog\/wp-json\/wp\/v2\/categories?post=1379"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/wordpress.ocps.net\/presenceblog\/wp-json\/wp\/v2\/tags?post=1379"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}