Once your chosen solutions are in place, you’ll find that our support infrastructure keeps things working as smoothly as possible, and we can quickly respond to your changing telecoms needs.
Maintenance and support options
A comprehensive range of maintenance and support options can be tailored to suit your specific needs. Whatever the service agreement you choose, support is available from our UK-based customer support team. Whether it’s reporting a line fault or lost handset, telling us about a new employee or adding an extra service, our team are on hand to respond quickly. This even extends to technical support, such as advice on using a new handset model.
One of the advantages of our support approach is that you can access help on all your telecoms issues from a single source. It removes the frustrating need to deal with multiple service providers and varying contact centre quality levels.
Support can be provided however you wish: some of our clients like to route employees through their own initial contact point. In other cases, all employees are asked to contact us direct. You have the flexibility to specify the arrangement that works best for you.
Deal with capable people
There’s a significant ongoing investment into the training and development of our support team through the Alternative Academy programme. This means that the first team member you speak to is usually able to resolve the issue. But where they need to take things up a level, our excellent supplier relationships mean we can usually achieve a resolution more quickly than if you were to deal directly with suppliers.
Dedicated client managers
Whereas our client support team can respond to a wide range of issues and requests, your dedicated client manager helps you identify areas where improvements or efficiencies could be made. That can include suggesting new technologies or hardware that can support your sales teams, customer service capability and so on.
All our client managers are fully qualified and accredited across the wide range of equipment and services in our portfolio. They liaise with our product specialists and our suppliers’ technical teams to maintain this level of knowledge. This in turn means you always receive the best advice to suit your particular needs.
Listening to our customers
To help us ensure that we constantly find ways to further improve our service delivery we carry out regular customer surveys. These help us identify areas that need attention and partly drive the development of our support processes. In fact, we are so committed to gathering honest feedback that we commission specialist independent researchers to manage the surveys on our behalf.