Get the Best Support Services
We firmly believe that the success of any product is intrinsically linked to providing exceptional customer support services.
Our customer support department is fully ITIL v4 certified, which means we adhere to the highest industry standards to ensure our customers receive the best possible support when needed.
Additionally, we implement Service Level Agreements (SLAs) to guarantee timely and efficient assistance. We also leverage support automation to streamline processes and enhance response times.
How our ITIL Certified
Customer Support Team Works
Here’s a breakdown of how ITIL principles guide our customer support services operations
Incident Management
1
Prompt Response: We prioritize incident resolution, ensuring that issues are addressed quickly and efficiently.
Knowledge Base: Our team leverages a comprehensive knowledge base to provide accurate and timely solutions.
Problem Management: We identify underlying causes of recurring incidents and implement preventive measures to avoid future occurrences.
Problem Management
2
2
Root Cause Analysis: We conduct thorough investigations to determine the root causes of recurring incidents.
Preventive Measures: We implement proactive solutions to prevent similar issues from happening in the future.
Change Management: We carefully manage changes to our IT infrastructure to minimize disruptions and risks.
Service Level Management
3
Clear Agreements: We establish clear Service Level Agreements (SLAs) with our customers, outlining performance expectations and commitments.
Monitoring: We continuously monitor our performance against SLAs to identify areas for improvement.
Reporting: We provide regular reports to our customers on our performance against SLAs.
Continual Service Improvement
4
4
Feedback Analysis: We gather feedback from our customers and internal stakeholders to identify areas for improvement.
Process Optimization: We continually refine our processes and procedures to enhance efficiency and effectiveness.
Benchmarking: We compare our performance to industry benchmarks to identify best practices and opportunities for improvement.
Our Methodology in Supporting Clients
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Customer Onboarding
Tending to customer needs and providing all the needed requirements to start up the account.
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Customer service
Reaching out to customers with something that benefits them before a problem occurs.
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Customer success
Provide the hand-holding from the beginning until you hand-over the account to the client's account admin.
Knowledge Channels
Providing multiple channels to help our clients get the knowledge and guides needed
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