How Do You Support Ham Radio Deluxe Customers?

Methods for Contacting Support

You are welcome to contact support using our online portal (support.hamradiodeluxe.com), emailing us, or call us by phone.

• RECOMMENDED: Online portal - Service requests made on our online portal have the fastest service. The team typically responds to those within 1 business day. If the response doesn't satisfy the request, the support team will schedule a time to call the customer back.
• Email service requests are the next best thing. Responses typically in less than 2 business days. If the response doesn't satisfy the request, the support team will schedule a time to call the customer back.
  • Non-technical questions regarding sales, orders, or software activation keys should go to sales@hrdsoftwarellc.com
  • Technical questions regarding Ham Radio Deluxe should go to support@hrdsoftwarellc.com
• Phone calls are not very effective. There are a few reasons for this:
  • The sales and technical teams are spending most all their time on scheduled outbound calls.
  • The team can respond to 20 tickets entered online or received via email in the time it takes to handle the average phone call.
  • Some customers were already in queue from online or email requests when the call was received. We seek to take customers on a "first-come first-served" basis.
  • When the team is not available to accept a call, a voicemail message can be left. That voicemail message comes into Freshdesk. It's either transcribed automatically, or someone will listen to it and direct it to the right department.
  • We understand that some people don't like to type (either online portal or emails). That's perfectly fine. You may leave a voicemail if we don't answer the call. The voicemail lands in the sales team queue. Once the sales team finds your tech support request, they will transfer it into the tech support queue. This will cause some delay in getting you into the tech support queue. Most of the time, you should expect a response via email.

About 90% of the time, our first response to customers satisfies the request. Thankfully, the software doesn't have a lot of problems these days. So 90% of the requests are answered quickly and easily. For the other 10%, if we can't solve it through the dialog, we schedule appointments at a time that is mutually convenient.

After making these changes, we are able to increase the speed with which we satisfy customer requests. The feedback has been very positive.