They excel at listening and will strive to help you.
Our method of prioritising our calls means that you will not be kept waiting on hold, your call will be logged and placed into 1 of 3 categories (emergency, urgent or standard).
Our statistics show that on average our customers have waited less than 4 minutes for a call back of emergency priority and less than 40 minutes for a call of standard priority.
This means that your day will not be wasted waiting for a call back.
Actual Call Response Time Compared To SLA
We employ 12 dedicated, trained Support Technicians who provide support from 8.00am to 5.00pm Monday to Friday (Bank Holidays excluded).
With remote assistance our staff will be able to connect to your systems and see exactly the issue you may have, this allows us to provide you with exceptional levels of support.
All members of staff have been through a structured 3 month training program which ensures you have access to people with the right knowledge. We understand how important good customer service is to your business which is why we have such a large percentage of our company working solely in support based roles.
They only support OrderWise stock control and order processing software which means that you will always speak to someone who knows the product you use very well. All of our support staff are based in our UK head office in Lincoln so you never call a foreign country for support.
How OrderWise Is Structured To Care For Clients
How Our Support Works For You
- Call and describe to our operator, the nature of your call and the effect it is having on your business.
- Our operator will prioritise your call based on the urgency.
- The call itself and the operators notes are recorded on our call logging software.
- Your details will appear in our support queue and one of our Support Technicians will return your call once your “ticket” is first in the queue.
All your calls are logged and recorded. They are continually aged by our system so as the calls get older they become more urgent and move higher up the support queue. This provides a controlled escalation process ensuring your support calls are dealt with as swiftly as and as fairly as possible.
Initially, it may not seem that our support services are hugely important; however many of our customers have been surprised at how crucial they can be to ensure the smooth running of their business.
Our Support Contract gives you access not only to this resource, but also includes upgrades of OrderWise too, you’ll see that they represent excellent value for money. More importantly, investing in an OrderWise support contract will provide you with complete peace of mind, knowing your key business software is properly and professionally supported.