Merit customers who contact our support team will see some changes in the process this week, as further automation has been added to the system to improve response times and provide customers with a clearer overview on the status of their support ticket.
In our last survey we were delighted to see that 91.5% of our customers rated our support as “excellent”, but as always we strive to continually improve our processes, and this has resulted in the changes which have gone live this week.
When you contact our support team, a ticket will now be created automatically for you and a confirmation email will be sent containing all of the relevant information. Further updates to your ticket will then be delivered via the same email system when action is taken.
In addition, as soon as your question or issue is marked as resolved by our team, you will get a notification straight away which will allow you to carry on with the task at hand as soon as possible.
If you need further assistance, support tickets can be re-opened via the same email, and you will also be able to give us feedback on how we handled your query.
Sam Radion, Sales Director, said about the new system:
“We had always used automated support systems at Merit, but we wanted to open up more of the support call journey to our customers so they can see exactly what is happening with their call. Sometimes, what sounds like a simple call can actually be quite complicated and the time the call spends internally with the various teams wasn’t shown to the customer in the past.”
As with everything we do, these changes have been made to improve the experience for our customers, so we’d love to hear your thoughts on the new system.
Our UK based support team can be contacted by emailing firstname.lastname@example.org or calling 0845 838 6111. We’re here from 9am – 5:30pm, Monday – Friday.