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Calling Cisco was a great experience. I would call them again in a heartbeat if I had an issue because it was easy to talk to the representative, and it didn’t take me that long to get there. While I will admit that using their software can confuse me sometimes, the great customer support makes me feel better about using the company. I run my own small business, and I need a framework to run it, so I rely on their software to come through for the daily operations. 

When you first call them, Cisco is very upfront about how they can help you. I assume that they receive a high volume of calls per day since they support thousands of businesses like mine. From software issues to billing issues to platform issues and more, I am sure there are many reasons why people end up calling. Despite this, Cisco has streamlined the process so you don’t end up waiting for long. 

The greeting message was, “Welcome to the Cisco Small Business Support Center. Please note our service to you is evolving; the person you are talking to will get your case started, and the best engineer to help with your case will be back shortly.” This turned out to be true because I only had to talk to a virtual assistant for a second, and then I was able to talk to Gilbert, who helped me out. 

After the original message, it gave me two options: "To open a new case, press 1. If you are calling about an existing case, press 2."  I needed to open a new case because I had never called Cisco before, so I pressed 1. I was then told, “To open a case, you will need a Cisco ID. If you already have an ID, press 1. If you don’t have an ID, press 2.” I had no idea what a Cisco ID was, so I pressed 2, and then it gave me another option. 

This time, though, it said, “If you are currently in front of the Internet and have access to a computer, press 1. If you do not have access to a computer, press 2.” Since I was not sitting in my office but was out in the field, I pressed 2. It promptly sent me to a customer service agent, who picked it up and said their name was Gilbert. He was very thorough and able to help me with my problem, so I was satisfied with the results.