Quicker response to our support calls
When I call with a problem, I would like support to help me right away -- not a day later. We come to a complete stop at work when we can't use our program, and that's bad for business.
We have implemented a Customer Service specialist department, with experts to handle quick questions, or direct issues to the person best suited to help. We are continually striving to ensure our customers have the best experience possible.
We refuse to outsource our technical support to an overseas call center, or to an unskilled support representative reading responses from a script. An unfortunate by-product of this is that our representatives must offer support in the order we receive the requests, and sometimes the response time can be longer than expected.