2010 ushers in a transition from the old to new for AT&T Connect participant support.   New AT&T Connect customershave been utilizing the new new AT&T Connect Help Desk for the past few months and now exisitng AT&T Connect customers are transitioning to the new support group.  Here are some tips in transitioning to the new AT&T Connect Help Desk:

• Start with a search for all web pages, emails and documents that contained the old support contact information as the support phone numbers are new and the old numbers will not redirect.
• Take this opportunity to review and update your own internal support processes and procedures.  Post or document common problems and how your organization should request support?
• TEST.  Call the new support line, ask questions, find out for yourself how it works so you can best communicate the process to others in your organization.

The good and bad of new support:

• Gone are the international support numbers.  The new AT&T Connect Support Help Desk is limited to a US Toll Free number and a direct dial number for outside the US.
• Gone is the need for a customer ID when calling for support.
• The new AT&T Connect Help Desk seems to be better staffed, wait times have been non-existent when we have called.
• Email support.  If your problem is not time critical you might encourage use of email to request assistance.

The change to a new first level help desk support has been positive.  However, we are also noticing an increase in staffing at level 2 support that is a welcome trend.  It appears AT&T may be ramping up to make 2010 a growth year for AT&T Connect.