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Written by Nathan Losch
Customer Support Lead, MoxiWorks
the bottom right corner in all MoxiWorks tools) will require you to include certain information upon initial submission (aka, clues/leads). We can then get straight to work on understanding and resolving the situation rather than requesting additional information from you and needing to wait — think first letter vs. second letter and how much more effective it was!
2. Be thorough and provide context: Take the time to write out a complete scenario of your situation. What are you trying to accomplish? What is happening instead of what is supposed to happen? Is it happening just to something specific or is it happening universally? Have you successfully accomplished this before? Was there an error message? Attaching screenshots of what you are experiencing can be very helpful.
3. Be friendly: Our success representatives need to have a full picture of the situation and to use critical thinking skills to get to the bottom of some issues. It’s a lot easier to gather the appropriate information and to make the necessary logical leaps when we’re working with somebody helpful and positive.
4. Indicate how time sensitive your situation is: Do you have an appointment to show a CMA to a client in two hours? Or is your question just something you are curious about for the future? We aim to get to every request as soon as possible, but if you have a time-sensitive issue, let us know so we can prioritize it.
Just like Sherlock Holmes, your MoxiWorks Success Representatives will be able to help you more efficiently and accurately with thorough and complete initial information. We may not determine that an evil stepfather has used a flute to train a poisonous snake to crawl through a hole in the ceiling, down a bell cord, and bite his stepdaughters in their sleep, but we should be able to determine why your listing isn’t appearing on your GCI goal in MoxiEngage, why your comparables are not appearing in your presentation, or why the appearance of your agent website is a bit different than that of your colleague’s. Be thorough with your initial submission.
Moral of the story: Help us so we can better help you! Visit the help center here to find tutorials or reach out to a member of the support team.