Support Enhancement Update

Posted by Michael Nardini, Vice President of Customer Satisfaction
Michael Nardini, Dydacomp VP 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.


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7 Responses to “Support Enhancement Update”

  1. mrjvhealy says:

    Thanks Mike… I have some clients that have called that were suspect to the changes you have made to Mail Order Manager Support, but overall they like them and understand that it now works well. They also like the new tiers in Support and how Dydacomp is managing the process.

  2. MikeC says:

    Thanks Mike…I think the support changes have been excellent. The fact that our customers can call and get a live rep on the phone immediately is a huge improvement over our old queue system.

  3. jamesg says:

    Great post, also make sure to utilize all the resources available including the MOM User Forum and the old standby – MOM Help (just hit the F1 key).

  4. paragmp says:

    The new system works in a way that no customer left behind. There is always someone available to take an issue /request that a client has and they can track that till the issue is complete. I know it is only going to get better by time. I believe the new system is a great step in maintaining a high level of customer service. Kudos!!

  5. rocio123 says:

    Yes Mike, modernizing our support body has been a very important step in improving Mail Order Manager, and it is great to know that you continue to work in improving Dydacomp’s Customer Service.

  6. Kathyu says:

    I like the fact that some of my customers are now very related to the ticketing system that they keep track on those issues and add their own comments and also email me asking for updates using the ticket number.
    This is also good for support because we can track those with our development group. That way those tickets don’t get lost in translation.
    It is like all the teams are connected now: customers, support and development

  7. rcoon says:

    Thanks for sharing Mike. Excited about the new Dydacomp support tiers as there is now a Dydacomp support solution for every business need. Look forward to some posts on how the new 24/7 Platinum Mail Order Manager support tier is helping Dydacomp customers realize more ROI on thier investment in Dydacomp ecommerce and order management solutions.

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