We take great pride in our Support teams being the best in the industry and we continue achieving this through smart hiring, immersive training, and recognizing greatness whenever and wherever we see it.
NOTABLE ACHIEVEMENTS
- 99.99% customer satisfaction with Support, rated by customers
- 22,000+ tickets successfully resolved
- 17,000+ phone calls completed
- Introduced Intercom, a live chat feature that assists with resolving questions received from customers and educating customers on “How To” aspects of Ytel's system
- Expanded the Support team by hiring 5 team members, including a Customer Support Manager, and our first in-house Level 1 Support rep
- Expanded Support hours to provide more opportunity for customers to reach out for help
- Expanded our Self Help library by adding more How-To articles
2018 GOALS
- Continue to expand and improve our Self Help library
- Introduce Lunch and Learn seminars
- Continue expanding our Level 1 Support team in-house
- Continue providing industry-best service by improving our 99% customer satisfaction rate (and reach 100% satisfaction!)
If you’re a customer, you’ve most likely called in to Smart Support at some point throughout your time with us and interacted with one of our team members. From the top down, everyone in Support has the same goal in mind - assisting customers and helping them achieve their goals.
The Smart Support motto: “We’re not successful unless YOU are successful."
From all of us at Ytel, a huge congratulations to Smart Support for being such an amazing asset to the team and for fueling change in the industry!
