Posted by Michael Nardini, Vice President of Customer Satisfaction
For the last 16 months, we’ve been making some changes to Dydacomp Support and I think we’re getting there…
Last year, we built a solid foundation when we changed the system Mail Order Manager Support uses to track tickets, which has given us more visibility into how we handle the issues you are reporting. Over the past 6 months, our tracking has shown us that we’re now fully resolving over 60% of issues on the same day they are reported. Those that remain unresolved are typically those reported after 3PM EST. We’ve also changed the phone system to ensure proper skill-based routing so that you get through to the agent properly trained to handle your specific issue in the most timely fashion.
Because these new tools and procedures allow us to manage the staff more efficiently, we’re now able to offer new Mail Order Manager Support options, some of which include 24/7 emergency M.O.M. Support and expanded hours for all other issues until midnight EST. What’s more, we’ve known for some time that clients that come to Training use M.O.M. more efficiently and effectively since they discover features they may not have taken advantage of before, so we’ve added free and discounted seats for Training in Dydacomp’s NJ offices to two of these Support packages.
Our main focus at this point is to improve by resolving more reported tickets the same day with this expanded Mail Order Manager Support coverage. We are always cross-training our reps to ensure that all reps are building their knowledge to be able to handle more issues. We are also building out our online Knowledge Base which has grown to over 5,000 articles on various topics to help both your team and ours.
We’re not there yet and understand we have more work to do, but we are working diligently to offer you the best possible M.O.M. Support to help you grow your business and use your software with ease.