We offer direct, quick, and personalized helpdesk as well as onsite support to users.
We assign a team of 5 to 7 helpdesk technicians to a client. This way users always speak to the same group of technicians who know their environment. Our technicians will answer all calls from users directly from 7am to 7pm Monday to Friday. Over 80% of calls are answered within 2 minutes. We also have a 24/7 emergency support where users will receive a callback from a technician within 30 minutes.
Users can also email our support via an email address configured on their domain, for example: email@example.com. Users can also book a support appointment online with a technician for less urgent issues.
We also offer onsite support. It ranges from going onsite when it’s needed to resolve an issue to going onsite a couple times a month, to a couple times a week, and even full time in some cases. We are very flexible with this and adjust to our clients changing needs pretty much on the fly.
We constantly improve our service from feedback we get from users. We have a survey included with every intervention making it easy for users to give us their valuable feedback. Our service managers will plan a call with any user that had a negative experience. The goal is to first apologize, and then to understand what happened so we can ensure it does not reoccur. We also conduct an annual survey to all users to track the progression of user satisfaction.
We regularly review user incidents to identify and fix recurring issues.
We are not perfect, and unfortunately, we do make mistakes. But we are absolutely committed to constantly improve our service and give the best experience for all our users!