{"id":116,"date":"2015-12-16T16:03:55","date_gmt":"2015-12-16T16:03:55","guid":{"rendered":"https:\/\/smartforce.com\/blog\/?p=116"},"modified":"2015-12-18T19:48:06","modified_gmt":"2015-12-18T19:48:06","slug":"improving-our-customer-support-system","status":"publish","type":"post","link":"https:\/\/smartforce.com\/blog\/adventos\/improving-our-customer-support-system\/","title":{"rendered":"Improving our Customer Support System"},"content":{"rendered":"

\"assurence\"<\/a>As I watch our company grow from a small team to a larger company, it is extremely important to me to ensure our support, customer service, and ability to strategically solve customer problems, grows at the same pace or better than the number of customers or demands of our marketplace.\u00a0 Since continuous improvement is one of our core values at Adventos\u2122, I am excited to announce the addition of a new tool to better manage our customer support processes and give us insight into key areas of customer service our customers value most.\u00a0 At Adventos\u2122, we call our support \u201cAssurance\u201d, as in you are assured our software will work as promised and you are confident we\u2019ll have your back.<\/p>\n

This new tool is a Centralized Software Management System for handling support requests.\u00a0 Here are its benefits:<\/p>\n

Centralization<\/strong><\/p>\n

All customer support issues will be managed via support tickets and organized in one central system.\u00a0 This reduces the risk of an e-mail or phone conversation containing key information being lost or filed incorrectly.\u00a0 We are essentially making one small change to our current customer support system, but the pay offs will be great for our customers, as well as our deployment and development teams.<\/p>\n

Transparency<\/strong><\/p>\n

For issues that are more complex and can\u2019t be resolved immediately, customers can see \u201cat a glance\u201d the status of their ticket, as well as the person working on the issue.\u00a0 This should give customers \u201ca peace of mind\u201d knowing their problems are assigned and progressing to resolution.<\/p>\n

Product and Training Improvement<\/strong><\/p>\n

By organizing our customer support system, we\u2019re able to perform an analysis on repetitive ticket items.\u00a0 Improvements to either our Smart Solutions or the training we provide will undoubtedly help each user\u2019s experience.<\/p>\n

Ensures Continuity<\/strong><\/p>\n

If a Customer Service team member is promoted or leaves the team, issues can be quickly reassigned, making sure no ticket falls through the cracks. \u00a0All information stays in one place, with easy access.<\/p>\n

Our goal with this change is to maintain our \u201ctop-shelf\u201d customer service you\u2019ve come to expect, so you and your agency can operate at the highest levels of efficiency.\u00a0 We are excited about the improvements to our Assurance Support System and look forward to your continued success.<\/p>\n\"Facebook\"<\/a>\"twitter\"<\/a>\"pinterest\"<\/a>\"linkedin\"<\/a>\"Facebook\"<\/a>\"twitter\"<\/a>\"pinterest\"<\/a>\"linkedin\"<\/a>","protected":false},"excerpt":{"rendered":"

As I watch our company grow from a small team to a larger company, it is extremely important to me to ensure our support, customer service, and ability to strategically solve customer problems, grows at the same pace or better than the number of customers or demands of our marketplace.\u00a0 Since continuous improvement is one … Continue reading Improving our Customer Support System<\/span><\/a><\/p>\n","protected":false},"author":3,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[5,1,4],"tags":[],"class_list":["post-116","post","type-post","status-publish","format-standard","hentry","category-news","category-adventos","category-smartforce"],"_links":{"self":[{"href":"https:\/\/smartforce.com\/blog\/wp-json\/wp\/v2\/posts\/116","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/smartforce.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/smartforce.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/smartforce.com\/blog\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/smartforce.com\/blog\/wp-json\/wp\/v2\/comments?post=116"}],"version-history":[{"count":6,"href":"https:\/\/smartforce.com\/blog\/wp-json\/wp\/v2\/posts\/116\/revisions"}],"predecessor-version":[{"id":140,"href":"https:\/\/smartforce.com\/blog\/wp-json\/wp\/v2\/posts\/116\/revisions\/140"}],"wp:attachment":[{"href":"https:\/\/smartforce.com\/blog\/wp-json\/wp\/v2\/media?parent=116"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/smartforce.com\/blog\/wp-json\/wp\/v2\/categories?post=116"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/smartforce.com\/blog\/wp-json\/wp\/v2\/tags?post=116"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}