New Customer Support Portal
Posted by Jeffrey Henning on Wed, Apr 30, 2008
Eleven years ago everyone in the company provided technical support. While that certainly ensured all of us had an intimate understanding of our customers, it didn't provide the best experience to users of our software. We hired our first dedicated tech support representative, Jeff ("Jay" or "J.") Mine in 1998, and I'm happy to say that he is still with the company today. These days of course we have much more process in support, and Jay is a Tier III representative who provides advanced support. I'm also proud to say that all of our support during U.S. business hours is provided by support representatives in Virginia and Massachusetts.
We are constantly working to improve the support experience. Last year our tech-support reps had to support products for all the companies that have merged into Vovici - Perseus Development, WebSurveyor, Raosoft and Surveyo - as well as new versions of predecessor products that were designed to look and work as a product family. A challenging task! In the past month, under the direction of Rod Morris and Nancy Porte, tech support has cut phone wait times in half and has launched a new customer support portal. I wanted to call it a "supportal" but cooler heads prevailed. Check it out!