New Customer Service Team at Workshare
Following Alan Fraser’s May announcement “Customer and Industry Feedback Drives New Workshare Changes,“ we have continued to make improvements within our worldwide customer support infrastructure. Today I am pleased to announce new customer service teams in the London and San Francisco call centers.
These new teams will not only help you open new support cases via the phone (if that is your preference) and route you to a support engineer, but they can help address a large number of other non-technical issues like license key questions, support portal ID requests, software downloads, and customer order adjustments.
In the past these non-technical questions have been answered by technical support engineers and limited the resources available to troubleshoot and resolve technical issues. By splitting these non-technical queries off to a separate new team we expect to provide you with technical solutions more quickly.
This change was a direct result from the feedback customers have provided:
- Make it easier to speak with someone at Workshare
- To reduce the levels of automation
- To increase the response times to support questions
Here are a few more things we are doing to address these needs:
Extended Support Resources
We have selected a small number of key global partners to provide complete end-to-end services to Workshare customers. These partners are currently undergoing extensive product and support process training. Workshare partners will utilize the same support systems the Workshare teams leverage and effectively double our global support capacity. This will provide more personal attention to every customer while still providing the full backing of the Workshare Support and Engineering teams.
Partners providing support will be introduced gradually as they become trained and ready to help you. Other than increased response times and more personal interactions you may not even notice a change as you will continue to use the Workshare support portal and manage support cases online as you always have.
Initiating Support Cases via Phone or Customer Portal
There have been three means to open up new support cases - via the customer support portal, by phone, and via email. Many customers have said the automated responses from email support requests are not helpful and it takes too long to get to the root of issue. Unfortunately this is typically due to the nature of email exchanges. It usually takes a few emails to gather all of the environmental details with which to begin diagnosing a potential problem. So we are effectively losing mutual time over the email medium as a means of starting to work on a support case.
Only by ensuring that the support team has the necessary variables up front can we expedite your resolutions, and both phone and customer portal options will ensure that happens right from the start. As such, effective August 1, 2009 we will adopt the industry standard practice of initiating new support cases via the phone or the customer support portal only. Once the case is open by these methods, we can communicate over email toward a resolution if you desire. Until that time we will continue to process inbound emails to open cases.
Your feedback continues to drive changes at Workshare and we truly appreciate your business. With over 14,000 organizations using Workshare software we make changes carefully, and always with an aim toward improving your experience. If you should have any questions or concerns, please do not hesitate to contact me.
Sincerely,
Chris