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Support

We provide a full service support function led by our Head of Customer Success. Support Agents use a dedicated support ticketing system and manage all tickets proactively.

Team Structure

Our knowledgeable support agents are the frontline of our service, equipped with exceptional communication skills and deep product knowledge, allowing them to directly address your inquiries and concerns. Overseeing the support agents, our team leads ensure consistent quality, provide mentorship, and handle escalated issues, maintaining high service standards. We utilise a robust ticketing system that ensures seamless logging, tracking, and management of customer inquiries, facilitating efficient handling of support requests.

Efficient Ticketing Process

Customers can easily raise a support ticket via our support portal, or live chat, providing essential details about their issue. Upon submission, a unique ticket is generated and prioritised based on severity, ensuring urgent issues are addressed promptly. Tickets are assigned to the most suitable support agents, who are notified along with the customer for transparency and communication.

Proactive Ticket Management

Our agents engage with customers, thoroughly investigating issues and collaborating as needed to develop effective solutions. After providing resolutions, our agents follow up to ensure satisfaction before closing the ticket, documenting all resolutions for future reference.

Knowledge Empowerment through Training Videos

We offer training videos that address common issues and frequently asked questions, enabling customers to resolve minor challenges independently. These resources are designed to be clear and engaging, making it easy for customers to find the help they need right when they need it.

Commitment to Continuous Improvement

We measure our success through metrics such as response and resolution times, customer satisfaction surveys, and ticket volume trends. This data-driven approach ensures that we continuously refine our support services and adapt to our customers’ evolving needs.