ServiceU Training!

Many of you have asked us to hold more training classes around the country, and we have heard your requests. Our advanced training seminars are back!

As we said in our last issue, we feel that our ServiceU support team is second-to-none.  In continuing the series, we would like you to meet Spencer Crihfield, one of our outstanding Technical Support Specialists for TicketU.

Spencer plays an important role in helping new and current clients set up their online ticketing events with TicketU. In addition, he helps his clients determine the best approach to selling their tickets online.

“This process can be something as simple as answering basic questions to helping them create an event from the ground up along with design and implementation to their website.”

It is this variety that keeps Spencer hopping.

“In a single day, I get to spend time designing ideas in Photoshop, talking on the phone, and implementing web code so that events will be live on our client’s website for their opening events.”

It is this “can do” attitude that sets Spencer and the other ServiceU team members apart from the crowd. “Our support team ROCKS. We not only know PHP, CSS, and other computer lingo, but we also know Frisbee, bikes, music, and science fiction. All of this extra knowledge gives you a better-rounded support experience.”

Coming from a very strict corporate environment, Spencer is impressed with the way he and his ServiceU teammates get to help clients. “I was amazed to see a group where each person was taking initiative in their own right to get the job done on a daily basis. The freedom that a company like ServiceU gives you makes it much easier to get the job done with a smile on your face.”

So, what’s next on Spencer’s ‘to do’ list at ServiceU?

 “That’s TOP SECRET. I’ll let you know when my crate from ACME arrives.” 

Until then, Spencer and Danielle, his wife of three years, are happily married and raising their first German shepherd together. “We also have a cat to help simulate the relationship that only siblings can have. If they make it out in one piece, we are planning on having lots of kids.”

At ServiceU, we feel that our support team is a valuable resource for you to call upon.  In fact, we have been told by many of you that our support is the thing that you like most about us.

For the next several issues of the UNews, we would like to introduce you to our technical support specialists; our team members who answer your questions and help you fully utilize our software.  We hope that you will get to know more about them; after all, we never want to be a voice on the other end of the phone line.   We want to be your partner.

Meet Kimberly
This month, we would like you to meet Kimberly.  Kimberly is fully involved in all aspects of support, including answering questions, assisting with training, and helping with developing our Help Site.

“The creation of our Help Site was a wonderful way to get more information out there for our users,” Kimberly said.  “And yes, that is my voice that you hear during the training videos!”

Like the Blind Leading the Blind
When Kimberly first came to ServiceU almost two years ago, she had never used any of our software products before.  She had to learn everything, just like many of our clients.
“This was a scary time, as I was the one that the customers were calling for help,” Kimberly said, “but this experience became invaluable to me, as it gave me such a unique perspective on what new users experience when they first start working with our system.  Having been there myself, I can really relate to the first-timers as they try to create an event or run a report.”

Press 1 for Support, Press 2 for Spanish, and Press 3 to Lose Your Mind
Kimberly also knows from personal experience how frustrating the idea of calling technical support can be. “It is nearly impossible to reach a human being. When you do, the answers that they give you seem to be scripted at best, and they never seem to fix the problem.  I usually just give up out of frustration and feel like I’ve wasted my time.  That’s why I, and everyone here at ServiceU, dedicate ourselves to giving each question, email, or phone call the personal attention it requires.  We don’t leave questions sitting around for hours or days.  We work to answer every question as quickly as possible, and to be as detailed in our responses as we can be.  Basically, we don’t stop working until the customer is satisfied and happy.”

Keep on Learning
Even though Kimberly knows our products inside and out, she continues to learn about the new features and the new products we are developing. “I always feel there is something new for me to learn and information to pass on to our customers,” she said. “I definitely feel a responsibility to our customers to provide the best support that I can give, and that is what drives me each day.”

If you’ve ever asked one of our customers what makes ServiceU stand out in the industry, you’d probably hear: “Their support, hands down!”  Hopefully, you agree!

Colleen Lingle, the financial assistant for Chapelwood United Methodist Church in Houston, Texas, certainly does. She feels that ServiceU was a good choice in helping to meet her church’s needs. Chapelwood has been a ServiceU customer since October 2008, and currently uses EventU and TransactU to take online event registrations, payments, and donations.

“We were looking for a new program that was easy for the members to use, that would integrate with Shelby’s church management software with respect to donations, and that would allow us to add many ‘custom’ questions to our registration pages,” says Lingle. She contacted ServiceU to see if they would be a good fit.

“Chuck Baker and Drew Dawkins researched and answered questions for me concerning the fees that would be charged by the credit card companies even when I asked for very detailed information that probably doesn’t get asked by most interested parties.”

Once Chaplewood made the decision to move ahead, they were very impressed. “We were setup within a matter of 48 hours, which was very important as we had a major event with many anticipated registrations beginning immediately. The ServiceU support team was always patient and gave me as much time as I needed to work through a problem.”

With most of the church technology vendors charging for phone, email, or chat customer support these days, it’s helpful for many to know that ServiceU’s support is included at no additional cost. Lingle adds, “This is helpful to our church because it helps identify what costs we will have without any future surprises. Additionally, it means that we feel free to call or email any time we need help—there are no limitations.”

She continues, “I appreciate all of the help that the Service U support staff gives us. The response time is quick, and they are always courteous. It is a breath of fresh air from our previous provider.”