The quality of technical support is often measured by response time. In our view, the true measure is how frequently you need that support; if your users are constantly calling for assistance throughout the day, it often indicates that the system was not set up correctly from the start.
We are reaping the rewards here of never cutting corners during the analysis phase and implementing enhancements without disrupting the standard architecture. A properly designed system does not require users to reach out to us during the day. If your support requests decrease over time, it means we have done our job right.
Furthermore, we do not impose time limits, credit systems, or request quotas on our support service. If you have a question, just call. We do not want your users to hesitate to ask a question, because every unasked question results in the user abandoning the system and reverting to their own methods.
We assign support staff who know you to every project. When you call, you don’t have to explain your system’s history from scratch; the reasons behind specific developments and how your processes operate are already understood. The person on the other end of the line knows you.
