{"id":102,"date":"2012-03-12T23:49:57","date_gmt":"2012-03-12T23:49:57","guid":{"rendered":"http:\/\/www.easyestimate.co.nz\/?page_id=102"},"modified":"2019-04-04T11:44:02","modified_gmt":"2019-04-04T11:44:02","slug":"timely-support","status":"publish","type":"page","link":"https:\/\/www.easyestimate.co.nz\/index.php\/timely-support\/","title":{"rendered":"Support"},"content":{"rendered":"

[et_pb_section bb_built=”1″ admin_label=”section”][et_pb_row admin_label=”row” background_position=”top_left” background_repeat=”repeat” background_size=”initial”][et_pb_column type=”4_4″][et_pb_text background_layout=”light” text_orientation=”left” background_position=”top_left” background_repeat=”repeat” background_size=”initial” module_alignment=”left”]<\/p>\n

We know if you have a problem or question,\u00a0time is of the\u00a0essence. There are multiple ways to get help, including free email support and user forums to help you along.<\/p>\n

[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row admin_label=”row” background_position=”top_left” background_repeat=”repeat” background_size=”initial”][et_pb_column type=”1_2″][et_pb_blurb _builder_version=”3.0.82″ title=”Email Support” url_new_window=”off” use_icon=”on” font_icon=”%%153%%” use_circle=”off” use_circle_border=”off” icon_placement=”left” use_icon_font_size=”off” box_shadow_position_image=”outer” background_layout=”light” body_text_align=”justify” border_style=”solid” box_shadow_position=”outer” animation=”off”]<\/p>\n

We aim to keep our support free, and that\u2019s why we use the award winning Fresh desk. This enables our support agents to log into a central system to see support tickets outstanding and the amount of time passed on them. They can access this system 24hrs a day and given our target market this is a useful thing as we know the hours that contractors can work. We have been known to respond to tickets sent in the small hours of the morning! Using this system gives us the best way of streamlining our support. For example if we are getting multiple questions with the same query, we can look at parts of the estimating software more closely, and possibly alter how it works, which make the software as user friendly as possible.<\/p>\n

[\/et_pb_blurb][\/et_pb_column][et_pb_column type=”1_2″][et_pb_blurb _builder_version=”3.0.82″ title=”Customer Driven” url_new_window=”off” use_icon=”on” font_icon=”%%86%%” use_circle=”off” use_circle_border=”off” icon_placement=”left” use_icon_font_size=”off” box_shadow_position_image=”outer” background_layout=”light” body_text_align=”justify” border_style=”solid” box_shadow_position=”outer” animation=”off”]<\/p>\n

Many companies forget it\u2019s their customers that make them what they are. Traditional software companies are sometimes only\u00a0interested\u00a0in winning that big first sale for a system \u2013 once they have it, the incentive to keep that customer happy goes away. Given the fact we have NO minimum contracts, this motivates us to make the system as good as possible for the\u00a0existing\u00a0customers rather than chasing the new business. Our\u00a0existing\u00a0customer base is the most important sales\u00a0channel\u00a0to our company given the way we charge.<\/p>\n

[\/et_pb_blurb][\/et_pb_column][\/et_pb_row][et_pb_row admin_label=”row” background_position=”top_left” background_repeat=”repeat” background_size=”initial”][et_pb_column type=”1_2″][et_pb_blurb _builder_version=”3.0.82″ title=”Service Level Agreements” url_new_window=”off” use_icon=”on” font_icon=”%%167%%” use_circle=”off” use_circle_border=”off” icon_placement=”left” use_icon_font_size=”off” box_shadow_position_image=”outer” background_layout=”light” border_style=”solid” box_shadow_position=”outer” body_text_align=”justify” animation=”off”]<\/p>\n

The support ticket system can provide lots of\u00a0information\u00a0on the questions you asked and the time it took us to respond. This enables us to set very ambitious Service Level Agreements internally for our support agents to work to. We also aim to publish our target support level agreements against actual time responses every\u00a0quarter\u00a0to show how we are doing, as we like to be as transparent to our customers as possible.<\/p>\n

[\/et_pb_blurb][\/et_pb_column][et_pb_column type=”1_2″][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n","protected":false},"excerpt":{"rendered":"

[et_pb_section bb_built=”1″ admin_label=”section”][et_pb_row admin_label=”row” background_position=”top_left” background_repeat=”repeat” background_size=”initial”][et_pb_column type=”4_4″][et_pb_text background_layout=”light” text_orientation=”left” background_position=”top_left” background_repeat=”repeat” background_size=”initial” module_alignment=”left”] We know if you have a problem or question,\u00a0time is of the\u00a0essence. There are multiple ways to get help, including free email support and user forums to help you along. [\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row admin_label=”row” background_position=”top_left” background_repeat=”repeat” background_size=”initial”][et_pb_column type=”1_2″][et_pb_blurb _builder_version=”3.0.82″ title=”Email Support” url_new_window=”off” use_icon=”on” […]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"open","ping_status":"open","template":"","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"

We know if you have a problem or question,\u00a0time is of the\u00a0essence. There are multiple ways to get help, including free email support and user forums to help you along. <\/p>

\"\"<\/a>Email Support<\/h2>

We aim to keep our support free, and that's why we use the award winning Zendesk. This enables our support agents to log into a central system to see support tickets outstanding and the amount of time passed on them. They can access this system 24hrs a day and given our target market this is a useful thing as we know the hours than contractors can work. We have been known to respond to tickets sent in the small hours of the morning! Using this system gives us the best way of streamlining our support. For example if we are getting multiple questions with the same query, we can look at parts of the estimating software more closely, and possibly alter how it works, this make the software as user friendly as possible.<\/p>

\u00a0<\/p>

\"\"<\/a>Customer Driven<\/h2>

Many companies forget it's their customers that make them what they are. Traditional software companies are sometimes only\u00a0interested\u00a0in winning that big first sale for a system, once they have it, the incentive to keep that customer happy goes away. Given the fact we have NO minimum contracts, this motivates us to make the system as good as possible for the\u00a0existing\u00a0customers rather than chasing the new business. Our\u00a0existing\u00a0customer base is the most important sales\u00a0channel\u00a0to our company given the way we charge.<\/p>

\u00a0<\/p>

\"\"<\/a><\/p>

SLA's<\/h2>

SLA's are service level agreements. The support ticket system can provide lots of\u00a0information\u00a0on the questions you asked and the time it took us to respond. This enables us to set very ambitious Service Level Agreements internally for our support agents to work to. We also aim to publish our target support level agreements against actual time responses every\u00a0quarter\u00a0to show how we are doing, will like to be as transparent to our customers as possible.<\/p>

\u00a0<\/p>

\"\"<\/a>Support Forums<\/h2>

Our support forums are open 24 hours and due to the nature of our global pricing system, someone somewhere should be able to help you if you have a question. In our support forums we publish real company names to prevent trolling, they are also not available to non-paying customers, making our support forums the friendliest in town.<\/p>

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