Customer support is the scope of assistance you provide your customers. Customer service is a measure of how well you provide that assistance. Your support methodology, should be robust enough, to ensure that every customer that needs support, can get it. The solution varies for every product.
Our goal is to assist our customers in building a support structure capable of delivering exceptional customer service, every time. We have all experienced, no response, slow response and "it's not my job" type of responses to support requests, this is not good customer service.
We believe "A bird in the hand is worth two in the bush", so customer service is everything to us.
Some Key features of our service include:
We continuously strive to create value and efficiencies in service of our customers. Sometimes that means helping our customer provide a higher more responsive level of service to their customers. We can dedicate a whole team available around the clock, or we can have a person on call as needed. We offer a variety of customer support services so our customers can choose what best suits their needs, nuances, and budgets.
Once you "Go Live" with a product developed by NEXGEN, support begins. As part of our standard support offering we designate resources to focus on assisting you in making the most efficient use of the product, resolving any issues or inconsistencies that you may encounter, and performing a variety of administrative functions and content management tasks on your behalf. Using this approach, you are still responsible for providing tier 1 level support to your customers who choose to access and use the product.
With premium support, our customer service extends to our customer's customers. We will work with our customer to build a repository of detailed product information which we call the "Knowledgebase", a telephone number is assigned and one or more dedicated resources are assigned. The assigned resource(s) will answer all calls on that line using the customer's name. Using this approach, we take responsibility for providing tier 1 customer support to your customers, and documenting every interaction, so you can focus on running your business.
Social media can play an important role in delivering exceptional customer service. Sites like Facebook, Twitter, Instagram, and others can be leveraged to build a following of loyal customers and potential customers who like your products and/or services and want updates about them. These social media sites are also a means of monitoring your reputation, or measuring the level of customer service you are perceived as delivering. One thing is certain, with the increasing use of social media on a daily basis, your company should have a social presence. We offer both Monitoring and Posting Services.
Monitoring Services - A reputation can be created and destroyed on the internet in the blink of an eye. It's important to monitor social so you know if the reputation you are building is positive or negative. Media Monitoring services ensure that you don't skip a single mention about your company by monitoring mainstream media and social media such as blogs, social networks, Twitter, Facebook, forums, images and video. The more popular you are the better, we won't charge you extra because your brand is spreading.
Posting Services - We can help you establish your brand and build a following of loyal customer and potential customers by posting updates to the social media sites in which you have established a presence. We can use emails from you, or feeds from other websites that you designate and make postings to social media websites and pages on your behalf or anonymously. So for example, you can email your press release to us once and we will make sure it gets posted to your website, your facebook page, your twitter feed, etc.