Every now and again, we understand that our customers are going to need a little bit of help. It’s natural with any software system. There’s going to be something that isn’t working the way you thought it would, or perhaps you just can’t remember how to use a certain aspect. We also understand that at this point, you may be rushed, under pressure and therefore we know you’ll want a quick solution. What you definitely won’t want, is to be sat on the end of a telephone line, listening to hold music, waiting for a customer service person to help. That is the exact opposite of what we consider good customer service.
We know that good customer service, is responsive, immediate and provides quick solutions. Therefore, we’ve put everything you need to help right at your fingertips. So, no waiting, no getting frustrated. No wanting to through the laptop out of the window. You can find the fix and get straight back to work. Perfect.
So, let us explain what’s available in our Customer Area to get you immediately back on track.
Sometimes you just don't where to start. You know where you want to be, but you just can't remember how to get there! Therefore, 'Get Started' guides you, step-by-step, through all the basics. It walks you through exactly how to set up the employee profile, from basic to full, depending on what you need. It then guides you through the same process for setting up the service user profile. Step 3 shows you the Rota Management function, meaning you can quickly and easily create shift patterns. 'Get Started' is exactly that, it gets you from a zero starting to point to having something to work with. Being somewhere, is better than being nowhere after all. Right?
Isn't it the way that sometimes no matter how many times you read some instructions they just don't make sense (think flat-pack furniture instructions). All you want is someone to show you how to do what you want to do! So don't waste time re-reading instructions and then inevitable give up and get someone else to read. Stop, and go to the 'Using Pandora Care' page. Here you will find a whole bunch of videos to demonstrate exactly how to do something. This will give you complete reassurance that you are following the instructions accurately. In this section there are videos on how to use the Service User area, such as how to create a daily note or how to add an activity. You will also see videos on how to create incident reports, rotas, and even videos on how to create a purchase order.
Something’s not Working
In the 'Something’s not working' area, you will find the FAQ section. This collection of Frequently Asked Questions will hopefully answer your query quickly! It includes answers to such queries as what happens if my account is locked? Why can’t I see all the data? How do I export data?
However, if your question does not appear, don't panic! All you need to do is scroll down to the end of the page and you will find a form to report am issue. Just complete the form, upload a screen shot of the problem if necessary, and press submit.
It's nice to talk, isn't it? We get it. In the age of technology we often forget that human interaction is sometimes needed. So if you really do want to speak to someone, just go to the Live Chat area where a Pandora Xpert is ready, waiting and keen to help.