At AdvantageCS, we strive to offer the best possible services for our clients. One way we work to achieve this goal is by offering top-notch customer support.
Nowadays, it can be difficult and frustrating to get support when you need it. Many businesses cut costs by using technology such as AI support agents as a first-contact form of customer service. Negative experiences with AI support bots can alienate customers, making them feel that their needs are not valued. Because of this, high-quality, human customer support is more important than ever.
So how does Advantage prioritize our clients through support? This article offers insight into our human-first approach which includes personalized advice from our team of experts, a dedicated cohort of engineers, and a toolbox of supplementary resources.
How do we help our clients?
When a client needs support, they can find their preferred means of contacting us through our support site. Here, our clients are given the option to email us, to create a support ticket, or to call us directly. Whatever the method of communication, these requests are sent straight to our support inbox.
Our support inbox is monitored by a team of analysts from our Client Continuity Services division. These analysts have years of experience working with clients through the Advantage system. New hires are trained extensively in their first months of work, familiarizing themselves with the system through classroom time and hands-on activities, along with time spent shadowing and cooperating with senior analysts.
After picking up a ticket, our analysts conduct a thorough investigation, identifying the end-goal of the request and laying out the steps required to get there. This varies a lot from ticket to ticket. In some cases, the analyst answers questions or helps implement changes to the client’s setup. Other times, the issue may be more complex and require the assistance of our Engineering Services division.
Our engineers offer a secondary level of support for our clients. If an analyst finds that an issue requires engineering support, they will put in a work request summarizing the issue at hand. An engineer will then provide the needed assistance. This might involve writing a SQL script, a bug fix, or fine-tuning a client’s extensibility code.
We also provide our clients with an expanding toolbox of support materials. While AI chatbots lack the flexibility to handle complex support issues, they can still be helpful in some contexts. The AdvantageCS support system is designed with this in mind, taking an integrative approach. We offer a library of online resources, including Porter - our AI assistant, which helps our users navigate the online help effectively. This is a great resource for users who are looking to answer a simple question or learn more about the features we offer.
Regardless of the industry, the customer experience can be vastly improved by offering speedy, communicative support when things go wrong. At AdvantageCS, this has always been one of our top priorities.
Our system is designed to address a multifaceted array of needs, which vary from client to client. Thus, we emphasize flexibility and collaboration throughout our support process. This is achieved through a dedicated team of analysts and engineers who have experience working with individual clients and tailoring solutions for them. As we look to the future, our goal is to continue improving our practices in order to offer the best possible customer experience.