Mojo Dialer Customer Service — Expert Operational Guide

Contents

1 Mojo Dialer Customer Service — Expert Operational Guide

Overview and Support Philosophy

Mojo Dialer customer service supports users of Mojo Sells’ suite of lead management and power-dialing tools. The vendor provides a mix of self-service documentation, live support, and onboarding assistance designed to minimize downtime for sales teams that depend on continuous outbound calling. As of 2025 most vendors in this space emphasize same-day triage for urgent telephony outages and multi-channel support for configuration and integration issues.

From a practical standpoint, effective Mojo Dialer support combines three things: immediate call-path troubleshooting (voice quality, SIP signaling), account and billing resolution, and hands‑on configuration for CRM integrations and dialer settings. Users should treat the support function as both tactical (get the lines working) and strategic (optimize dialer settings for compliance and campaign efficiency).

Contact Channels, Hours, and SLA

Primary contact points are the official support portal and the live support channels published on Mojo Sells’ site (see https://www.mojosells.com/contact or https://support.mojosells.com). Best practice is to submit a ticket via the portal so your case receives a ticket number and audit trail; follow up with phone or chat for urgent outages. Typical enterprise vendors commit to SLAs such as phone-first response, chat acknowledgement within 15 minutes, and ticket triage within 4 business hours — expect similar performance unless otherwise contracted.

Typical channels: support portal (ticketing), live chat (real-time), phone line (for escalations), knowledge base (self-help), and scheduled training calls. Always attach logs, screenshots, timestamps, and the affected agent IDs when opening a ticket to shorten resolution time.

Sample SLA expectations: initial phone/chat response = immediate; ticket acknowledgement = < 4 business hours; priority incidents (service down) = initial remediation plan within 60–120 minutes and resolution target 4–24 hours depending on root cause and dependencies (carrier, ISP).

Common Issues and Step-by-Step Troubleshooting

The most frequent problems reported to dialer support are call quality (choppy audio, one-way audio), browser compatibility, integration failures with CRMs, and lead import errors. For call quality issues start by verifying network conditions: recommend minimum 100 kbps up/down per active agent for audio only; for HD audio and simultaneous transfers budget 200–300 kbps. Check that UDP port 5060 (SIP) and a range of RTP ports (commonly UDP 10000–20000) are permitted through firewalls and NATs — blocked ports cause dropped calls and audio problems.

Browser-related issues are resolved most reliably by using the latest Chrome or Edge builds (Chromium-based) and disabling pop-up blockers or restrictive extensions. Clear browser cache, test in an incognito window, and confirm microphone/camera permissions at chrome://settings/content. For headsets, enterprise-supported models include Poly/Plantronics and Jabra; recommended models are Poly Voyager 4220 or Jabra Evolve 65 for consistency in audio quality and noise cancellation.

Billing, Account Management, and Escalation Path

Mojo Dialer pricing models vary by seat, features, and contract length; as a planning guideline, expect per-seat monthly plans to range approximately $70–$150 per user per month in 2025 depending on call minutes, CRM integrations, and advanced features (predictive dialing, lead routing). Annual contracts commonly offer discounts of 10–20% versus month-to-month billing. For billing disputes gather invoices, last four digits of payment method, and the relevant billing period before opening a billing ticket.

When an issue requires escalation, request a written escalation via the support portal and CC your account manager. A standard escalation ladder is: Level 1 support (phone/chat) → Level 2 technical specialist (SIP/DTMF/VOIP engineer) → Account Manager/Customer Success → Executive escalation (VP of Customer Success). If a resolution is not reached within the vendor’s published timeframe (e.g., 72 hours for complex issues), ask for an SLA remediation plan and temporary workarounds such as fallback calling methods or alternate SIP trunks.

Onboarding, Training, and Self-Service Resources

Onboarding for new Mojo Dialer customers typically includes a kickoff call, account configuration, dialer and script setup, and 60–90 minute training webinars for admins and agents. Request recorded sessions and standard operating procedure (SOP) checklists—these reduce support dependency and speed up agent ramp time. Ask your onboarding specialist for a written runbook that lists dialer settings, CRM field mappings, and campaign templates.

Leverage the vendor’s knowledge base and video library for routine tasks: importing leads, creating dispositions, setting call cadence, and compliance dialing configurations (abandoned call rates, TCPA safeguards). Bookmark the provider’s status page and support portal; for many teams resolving 70–80% of routine questions via the knowledge base reduces live support requests and accelerates productivity.

Operational Best Practices and KPIs

To get the most from customer service and the dialer itself, track a small set of KPIs and share them with your support contacts when diagnosing problems. Key operational metrics include connect rate (target 10–25% depending on list quality), leads per hour per agent (LPH target 20–40 for live-answer models), average handle time (AHT 3–6 minutes), and abandoned call rate (keep < 3% for predictive dialing to stay compliant). Regularly export call logs and CSVs for root cause analysis when issues recur.

Critical KPIs to report with support tickets: timestamps of failed calls, agent ID, campaign ID, SIP trace (if available), error messages, and network traceroute results. These data points shorten diagnostics and materially reduce mean time to resolution (MTTR).