In our previous blog, we explored what we should look for when choosing an email service provider. One of the points being “Good Customer Service & Next Level Support”. So, let’s investigate the different levels of support we offer here at TouchBasePro.
We offer all our clients our easy-to-use help documentation to help them look and find the answers themselves. Our help documentation ranges from adding personalization to your subject line to how to add dynamic content. These docs are perfect for someone who is already quite familiar with TouchBasePro and email marketing in general.
Our standard support desk runs from Monday to Friday from 8 am till 5 pm and offers a standard turnaround time of 4 hours, however, 92% of our support queries are replied to within 1 hour. Our email support desk will help answer a range of different questions from the use of our platform to billing queries.
For those who need faster turnaround times and a little more of a hands-on approach, we have our VIP support option. With our VIP support option, you get given our dedicated VIP support email address and will have a technical expert answer your query within an hour. Our VIP support option also offers our clients telephonic support to help walk them through any issues or queries they might have.
Finally, our most dedicated form of support is our fully managed offering. With this option, you can have an email expert dedicated to you and helping you win at your email marketing. Our Customer Success Managers will work closely with you to help you achieve your email goals. From aligning your campaigns to your strategic goals to ensuring layout and creative are tested, our team has over ten years of experience in helping companies win with marketing.
We understand that everyone is different, and we created our different support offerings to cater to the different needs of all of our clients. If you would like to find out more about any of these offerings, please get in touch with us today!