Support PINs are here…

In an effort to better support our clients on live chat we are introducing support pins.  When you come on live chat for support you will be asked for your Support PIN.  The PIN is available on the main screen when you log into your client area and will change periodically.

What are the Benefits?
Using a Support PIN will help us comply with GDPR and Data Protection legislation meaning we check we are talking to our client before accessing your account.  It will also mean we can do more tasks for you on Live Chat than we currently can do resulting in more issues being resolved on first contact.  We still only have Level 1 Staff on live chat so please do understand that complex issues or issues taking more than a few minutes will still be moved to our helpdesk.  We estimate that with support PINS in place an additional 25% of live chats will be resolved on the spot without the need to move to a support ticket.  An example of an issue that we can now help with are MX record or DNS changes that before would have been moved to a helpdesk ticket.

Are Tickets a thing of the past?
Tickets allow our team to handle more complex issues and this is still the case,  Should a support issue be likely to take more than a few minutes or be higher than Level 1 we will still move the issue to a support ticket.  Account restores will also be moved to a support ticket due to the length of time these take.

I cannot get my PIN just now?
If you do not have access to your PIN then support will be limited to basic support that does not require us to access your hosting account. eg Asking for email SMTP and IMAP addresses without the need to reset your password.

PINs and 2FA
We’ve always recommended that you use 2 Factor Authentication for your client area.  You should strongly consider turning this on moving forward as an extra layer of protection to your BWF Client area.  Our team can advise on that on request.