Call Us: +44 (0)1748 473000

Call Us Facebook Twitter Pinterest Linked in Instagram Youtube GooglePlus

Never Fear, Support is Here!

14 January 2014 Written by 

I want you to remember a moment from your childhood. You’re sitting in class, working on some assignment, and you can’t make heads or tails of it. Everyone else in the class is silently working, none of them seem to be struggling; the entire class appears to understand it perfectly. Doubt begins to set in…are you the only one who doesn’t understand?

There’s no way out, you are going to have to raise your hand and ask for help. You look around for the teacher, maybe you can just make eye contact and somehow telepathically tell her that you need some extra help. No chance, she looks over, but doesn’t notice the plea for help in your eyes. You slowly raise your hand, hoping that no one else notices.

In the end, the solution is simple and it was worth that momentary embarrassment of effectively announcing to the entire class that you didn’t understand. After your teacher leaves, perhaps some of your neighbours surreptitiously lean over to ask you the same question. They didn’t understand either, but didn’t want to ask for fear of that same embarrassment.

Over time, my fear of asking for help has diminished considerably. I know that my friends and co-workers don’t judge me for not understanding something, and will usually go out of their way to help me understand it. Even outside of my own friends and colleagues, if I’m working with a new piece of software or a new gadget, I’ll happily call or email the support team to ask questions.

I always figure that, just like in school all those years ago, there are others with the same questions. Or, even if I’m the only one who is confused, the person on the other end of the phone isn’t judging me. In my experience, people who work in support are, just like your former teachers, genuinely keen to help you understand whatever it is that is causing you problems.

For example, I was recently trying to wrap my head around the specifics of how the new subheadings will work on the QuoteSales Order, and Invoice PDF templates.1 As I always do, I went straight to our support team. Not only did they take the time to explain the ins and outs of the feature to me, but did it in such a way that I didn’t feel as though I was stupid to not have understood it the first time.

All in all, I walked away with a much better understanding of an important feature of our system, but also the knowledge that there is always someone there to answer my questions.

1. This, by the way, is going to be pretty cool. You’ll soon be able to group the products in the PDFs for Quotes, Sales Orders, and Invoices by sub-headings AND include subtotals for each group AND descriptions of those groups. Have a check here for details of how you’ll be able to add and control these features. This feature has only just gone into Beta, so keep an eye out for it in your next update.

Rate this item
(0 votes)
Ashley Tallyn

Although I originally hail from northern California, as soon as I arrived in Yorkshire I knew it was the place for me! At OpenCRM, I started out in the Business Development team, and then moved into compliance and Q&A because I love telling people what to do...ok, that's not the real reason, but it makes for a good bio one-liner. When I’m not in the office, you can usually find me tramping through the dales, crafting, gardening, or with my nose in a book.


Twitter Feed

OpenCRM We're always on the look out for the right person to join our team. #Career #Job #NorthYorkshire #Yorkshire
OpenCRM The reason OpenCRM is special comes down to the range and depth of our feature library.


Software Add-ons Ltd
1 Battalion Court
Colburn Business Park
North Yorkshire
United Kingdom
+44 (0)1748 473000
+44 (0)870 125 5962
Reg #:
England & Wales 05387424

marker Find on Google Maps


Credit Funding in Ope…

Earlier this week, we completed a minor release that will be bringing some exciting new features and enhancements to our customers’ systems over the coming weeks. You can find a little introduction to the two big ticket items over in our version release news story and further details will be available to all our customers in the release notes, published on our own customer portal. But I want to talk about one of the “minor” features that will be included in...

Business Efficiency –…

One of the main purposes of using a CRM is to promote your business efficiency – let you concentrate on running your business whilst the CRM takes care of processes and data management. Because of this, we are mindful that shortcuts and ease of use are keys to a successful CRM implementation and as a result we are always developing enhancements here and there to make the user experience that much slicker. As we prepare to launch the latest updates to...

Avoiding Holiday Chao…

Year end is here, hooray, you made it! But along with all the reporting and financial fun (not) that you have to tackle at this time of the year, there’s one more job that needs to be managed: the holiday rush. No, that the Christmas holiday rush, but the one where everyone suddenly remembers that they have a few days of holiday to use up and are desperate to organise “just a few days off.” In the last month of the financial year…and...

Being Part of the Com…

This can be a very difficult balance, do you do this just to gain some recognition or is a genuine effort to add something to your community or the place where you work? My son came to me recently as a coach of an under 8’s football team and asked if we would like to sponsor the kids with a new strip. After a short conversation, we decided that we would be delighted to and it would be a great thing...

Cloud Perspectives – …

Cloud storage is a big step towards streamlining your business. It allows you to store your client details and other information in a manner that is accessible from anywhere, at any time. You can build up a great web of data by interlinking Companies and Contacts with all manner of actions, sales details and support requests, helping you build a complete customer profile. Just like those clients, your own business is not a static entity - you are constantly evolving. Staff...

Having the Right Pers…

It is a common pitfall, especially in the tech industry, to assume that known tasks are therefore easy tasks. That just because you know how to do something (and that everyone in your office knows how to do the same thing), it is actually common knowledge. What do I mean by this? Let me give you an example: I was recently having a conversation with one of our developers about a new piece of software I wanted to introduce and had been...