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.”
