Each January our clients revisit annual tasks and often need help getting them completed before the end of the month. As such, the month of January is our busiest in terms of call volume. We receive twice as many calls during January as the other months of the year.
We’ve put resources together on this site to help you succeed in your January tasks, but we also stand ready to give you help when you need it. Our goal is to ensure each call solves the issue at hand and minimizes your time waiting for a callback.
Here are some tips to help ensure you have the best experience possible when contacting us for help.
Consider email support
When you need help you can either call or email our support team. If you have a time-sensitive issue, we recommend calling for help. But if you have a less-urgent issue please feel free to email email@example.com instead of calling. Emailing can help reduce the need to wait by your computer for a callback and free you up for other tasks.
Send complete details
When sending a question through email please include as much detail as you can. Screenshots and PDFs of reports that illustrate the issue are most helpful. Please also let us know your CDM+ version.
Choose Help → Email Tech Support in CDM+ to start a new email that includes your CDM+ version in the subject.
Please be sure to include complete information so we can locate your church or organization in our records. See “Leave complete voicemails below” for a list of this information.
Schedule calls in advance
If you have limited availability or need special personnel present for your call, such as an IT person or CPA, try scheduling a callback. Calls are prioritized based on when they are received, so calling on a Tuesday to schedule a callback on a Thursday will prioritize your call ahead of any calls that come in the day of the callback.
To schedule a callback, simply call our support line and let the receptionist know you’d like to schedule a call. While we can’t guarantee the exact minute we’ll call you back, a scheduled call is much more predictable and can often arrive within a 30-minute window.
Please don’t email to schedule a callback but instead call our support line and work with one of the receptionists to schedule the callback.
Save project calls for February
We never want to encourage you to not contact us for help. However, if you have a project that can wait until February and you expect to need our help, it may be preferable to wait until the January rush is over to begin the project. This will ensure you can get timely help and succeed in your work.
Please note there is no formal deadline for archiving. If you need help our support team's help when archiving we recommend focusing on other year-end tasks in January, then give as call in February for help archiving.
Prefer low times over peak times
Our peak times for calls to arrive are Monday through Thursday from 10 a.m. - 4 p.m. Eastern time. If you have a choice for when to call, try calling closer to 8:30 a.m. or on a Friday for a shorter wait time to receive a callback.
Leave complete voicemails
We staff both extra receptionists and support technicians during January. If you are unable to reach a receptionist, however, please be sure to include ALL this information in your voicemail:
- Your church or organization’s mailing zip code
- Your church or organization’s name
- Your church or organization’s city
- Your name
- Your callback number
- Your availability (see below)
- A brief description of what you need help with
Let us know your availability
When you call or leave a voicemail, please let us know what times you are available that day and the next. We strive to answer every call the day it’s placed, but we may not be able to return calls placed in the mid-to-late afternoon until you’ve gone for the day. If we know you’ll be unavailable we will automatically move your callback to the next time you’re available. This rescheduling avoids the need to call us back which further delays getting you help.
We are ready and waiting to help you succeed in your January tasks. Our hope is these tips will help you succeed in January and get you complete solutions as quickly as possible.