New extended support centre availability
Engage launches an extended Support Centre availability.
‘Not only did we launch Live Chat last week which has already made a significant difference to the speed of answering the ‘How do I…’ questions,’ said Phil Gibbons, Support Manager, ‘but we’ve also launched an extended Support Centre availability.’
The Support Centre has always been available 24/7/365 with its Knowledge Library, Training Guides and Videos, software upgrades, our new world-wide Forums, and more.
‘Support Staff have also been available for most of this time as well,’ said Phil, ‘but having analysed the support statistics alongside customer and staff feedback, we knew it was time to increase the hours our staff were directly accessible to answer calls.’
‘You are only as good as…’
Paul Rastall, Chief Technical Officer, said, ‘In a customer’s eyes, you’re only as good as your last support call. There are really only two types of calls. The simple ‘How do I?’ and the more complex such as report creation.
‘We are already seeing Live Chat having a good impact, enabling support staff to deal more quickly with the more complex queries.’
How can the Support Team be contacted?
Once logged into the Support Centre, the user can contact the Support Team using Live Chat, the Telephone, or by raising a Case.
What’s available, and when?
The hours of support personnel cover have been extended to be:
- MIS (Engage, Apps, Portals) – Monday-Friday: 00:01-23:59 GMT
- Finance (Fees, Accounts) – Sunday-Friday: 22:00-17:00 GMT
- MIS/Accounts (Everything) – Sunday: 05:00-12:00 GMT