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zlien Outbound Support: What It Is and Why You Get Calls

Posted by Erin Classen

3/28/18 10:00 AM

 

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Our support team is always here to help if you have questions about zlien or mechanics lien resources in general. You probably know that you can contact us by phone, email, or live chat, but did you also know that we may sometimes proactively reach out to you about an order in your account?

To do as much as we can to help users resolve their JobSight alerts and get orders out as quickly as possible, we may give you a call! These calls are made as a courtesy by our outbound support team, which is made up of members of our support department.

When WILL OUTBOUND SUPPORT CALL ME?

There are a handful of scenarios that may prompt a call from one of our outbound support agents:

1. Pending Alerts on an order

If an order for a filed document, like a lien or lien release, has an alert pending for longer than one day, we’ll reach out to make sure you’re aware of the alert and to see if we can help walk you through resolving it. Sometimes we’ll call about pending alerts on non-filed documents as well!

2. Expired ALERTS ON AN ORDER

If an order for a filed document has alerts that have expired, we’ll try once more to get in touch by phone to resolve the alerts before we proceed with the order. We always want to make sure your order isn’t being delayed unnecessarily, so if we don’t hear back from you within one business day after the alerts have expired, we’ll continue processing the order as is.

3. Adding a rush to your document

As a best practice, zlien recommends adding a rush to your order if your deadline is within about 10 days. Our team may reach out if we see an order that might be cutting it close to that 10-day deadline and ask if you’d like to expedite it--we want to do all we can to make sure you meet your deadlines! For more information about why you may want to rush a document, we recommend taking a look at this article.

4. Document Returned Unrecorded

If a filed document is returned to us from the county unrecorded, or rejected, and the recorder is asking for additional or updated information, you’ll receive an email from our team with this update asking how you’d like to proceed. Outbound support may follow up with a call to confirm with you as well. If there’s anything to update on the document, we’ll help make the changes and then re-submit the document for recording.

 do i need to "opt in" to receive OUTBOUND SUPPORT CALLs?

Nope! Our team keeps an eye on orders and will give you a call if necessary. However, we do always recommend making sure zlien has your most up-to-date email address and phone number to ensure you're being notified properly.

Ultimately, outbound support at zlien is about helping to make the process of sending a document as simple and easy as possible. If you ever need to get in touch with our outbound support team specifically, give us a call at 504-708-1287. We’d love to hear from you!

Topics: Best Practices, Order Help Article