The success of a company is determined not least by support. Anybody can sell, but what is the secret of strong, lasting customer satisfaction? For one thing, satisfying accessibility, and for another being able to offer the best possible help in the event of breakdowns and problems and responding to customers’ requirements. That’s what makes the difference in good support.
We at EASY SOFTWARE understand the importance of good support and always take care to improve ourselves and to be able to offer our customers and our partners’ customers the same high level of service quality.
Support that is measurable
We regularly measure how easy it is for you to reach us. There is a standard in support – the 80/20 rule: 80% of incoming calls should be picked up within 20 seconds. Currently, we’re doing significantly better here.
We also measure our answer and solution times. We have been able to measure that support queries by our direct customers without a product failure – which is 95% of queries – can be solved on average within seven working hours by our specially trained project and support personnel. Customers with special arrangements on reaction times are currently contacted faster than agreed to begin eliminating problems.
Your feedback makes us better
We constantly set new goals for improving our service to you. For that, we rely on your opinion and your evaluations. For every ticket that comes in and that we have solved, our customers receive an email with a request to evaluate us. The short customer satisfaction survey consists of two questions on a scale of 1-5 and you are able to provide comments. The survey only takes a few minutes. A couple of minutes of your time are tremendously important to us, because that is the only way we are able to improve constantly and respond even better to your needs and requirements.
How to reach our support
Direct customers can reach us in three ways: by phone at +49 208 450 16 302, Monday to Friday from 09:00 AM to 5:00 PM, except for German federal holidays, holidays in North Rhine-Westphalia, Christmas Eve and New Year’s Eve. As a Premium Support customer, you enjoy extended availability from 8:00 AM to 6:00 PM, a guarantee of fixed reaction times and dedicated customer care.
We can be reached by email any time at email@example.com.
In addition, we offer our Support portal, where you can drop in anytime and conveniently create a ticket. When entering a failure, you will also be offered already known and relevant solutions.
At our knowledge database, you will find our online documentation, which holds the collected knowledge about EASY SOFTWARE products.
Our support offer to you
EASY Support is your place to go. We analyze failures, answer your questions, advise you and help you when you need support for our products. We are your central point of contact for all support cases, whether national or international. Our trained project and support employees have extensive expertise in your installed EASY solutions and the system environment. Queries are also channeled so that the necessary consultant knowledge is immediately available – all the way to the coordination of the operational support. If needed, we will further information on the product failure to EASY Product Support for follow-up.