We want you to be completely satisfied with our technology and the services we provide.
Customer Service is an integral part of our business and continues to be the driving force behind our success. We aim to deliver a positive customer experience at every touch-point you have with a member of our team.
We realize occasionally things don’t quite go to plan. If we’ve failed to meet the incredibly high standards we set ourselves, we’ll:
- Accept responsibility
- Put things right when they’re in our control
- Listen to you to improve what we do.
Our Customer Success and Account Management teams are committed to keeping our customers happy and usually resolve most challenges. Usually, it’s best to make them your first port of call to discuss an issue.
Getting a second opinion
If you feel this has been unsuccessful, you can request to speak with a Manager. You can start the ball rolling by:
- Emailing us on firstname.lastname@example.org, or
- Asking your Customer Success Representative/Account Manager to escalate your issue to a Manager.
We don’t like to keep our customers waiting, so we’ll leap into action within 24 business hours of you making this request. Initially we’ll send an acknowledgement email, but we’ll often follow up with a phone call to make sure we’ve gathered all the information we need.
Putting things right
From here, you’ll be connected with a Manager who’ll work towards a resolution you’re satisfied with. We’ll clearly outline the outcome of our investigations and we’ll agree any action(s) with you. We know time is of the essence here, so we’ll aim to wrap everything up within 10 working days (often it’ll be quicker). If we need a little extra time to find a solution, we’ll make sure to tell you as early as possible.
Embraced by our top team
Our Executive Leadership Team care passionately about the success and happiness of our customers. They’ll be close at hand to help make sure we get things back on track. They’ll usually remain silent and in the background, but may parachute in to help resolve issues from time to time.