Support - Ubiquia.Blog

Wednesday, February 10. 2010

Today a customer called after his company owned PC went to computer heaven. His IT department installed a new hard drive and applied their corporate image. "But what about my SQBX receiving system?", the customer enquired. Now that's the beauty of a web-based system. All he needed to do was simply navigate to SQBX.com and start receiving again just like he did before the big crash. Even more importantly, all of his data was safe and secure on our managed servers. Even better, this customer could have switched to any PC in his organization so that his inbound receiving process was not delayed while his computer was repaired.

That's what software as a service is all about. A fully managed service that provides your application, your technical support, and your data backed up daily and readily available from our secure data center in a flash from any computer with proper credentials. All of our applications are provided this way:

SQBX - web based package tracking and delivery management featuring the fastest search algorithms and the highest mobile computer data storage available in the industry
SQBXvt - web based visitor tracking with automated data retrieval from US driver's licenses
SQBX Asset - complete enterprise asset tracking
ZenVentory - web based inventory and warehouse management feat

Posted by Dale Swanson in Support at 19:57 | Comments (0) | Trackbacks (0)

Online chat support experience and expectations

Sunday, August 2. 2009

As a marketing person my technical skills are far below being deemed an operating system guru or a hardware genious. Recently while working out of my home office, my laptop decided not to boot up. After several frustrating attempts to revive it I decided it was time to call the manufacturer. I got on the manufacturer's website and started a chat session. A chat session should be a a convenient support channel for both sides of the support call.

This particular support call was a painful experience. I waited more than 15 minutes before someone from the manufacturer acknowledged me. Than each response to a question I gave took 10 minutes for the manufacturer to respond. It felt like this tech person had ten chat sessions going on at one time. The worst part was that on several occasions by the time she came around to me she asked me the same question I had answered 10 minutes ago. You might be able to get by that but…when when she started confirming each response I made to her that was more than I could handle. After one hour and fifteen minutes later I was tired, frustrated and had the same problem.

So what should we ”reasonably” expect from a support chat session?

A customer should not wait for more than 10 minutes
Once a support session is established, the session should be a dedicated conversation focused on the customer's issue
Minimize delays in responses. If the technician must do research keep the customer informed of what the tech is doing
Confirm the customer's understanding without being overly redundant
If follow up action is required convey an action plan

The message here is very simple “Deliver to your customers what you promise and then some”. At Ubiquia, technicians monitor support requests, answer them immediately, and close them quickly. Technicians are dedicated to resolving manners efficiently. We truly feel out support is unparalleled. We put as much focus on customer retention as we do gaining new customers. I will probably think twice before purchasing a computer from the above computer manufacturer.

Posted by Joe Trovato in Support at 07:19 | Comments (0) | Trackbacks (0)

Software As A Service Model

Tuesday, September 30. 2008

What Is Software As A Service?

Software as a Service (SaaS) can be defined as software that is deployed as a hosted service and can be accessed via the Internet. SaaS is often associated with Application Service Providers ASP's. ASP's began providing services in the late 1990's. SaaS applications offer centralization using a single-instance, multi-tenant architecture. Today's SaaS offers feature-rich applicaitons comparable to on-site applications. SaaS applications are offered either directly by the solution vendor or by an aggregator who bundles several SaaS applicatons from different vendors.

The SaaS model provides an ASP the means to deliver and support applications faster and less expensively translating to better customer service at competitive prices. All of Ubiquia's products are deliverd as software as a service.

Should I Be Worried About Speed And Connectivity?

Internet connectivity has come a long way. In fact cable and DSL connectivity in American homes is pervasive. Internet connectivity has become as dependable as cable TV, telephone service, or electricity service. Properly engineered web applications are served at blazing speeds. If you've selected the right service provider you'll enjoy speedy and readily available business applications without worry similar to any other utility delivered to your business or home.

Should I Be Concerned With Security?

Of course you should be concerned with security. Install anti-virus software on your PC to prevent viruses, hacks, and other malicious attacks on your PC from unscrupulous websites and email. Regardless of your use of the Internet this is good practice. When deciding on Internet based software choose a reliable source with references. Ensure their site deploys SSL security. Ask the provider for their privacy and security statements. Limit your exposure to personal and private data.

At Ubiquia, we weigh these issues very heavily to provide business-class software at blazing speeds both cost effectively and safely.

Posted by Dale Swanson in Support at 11:44 | Comments (0) | Trackbacks (0)

Technical Support

Monday, September 22. 2008

At Ubiquia, we've deployed both our software applications and technical support through the revolutionary SOFTWARE AS A SERVICE model. A customer can chat with a support technician directly on our mobile devices when in need of assistance. This means that going mobile does not necessarily mean cutting your life line. Our technical support representatives can easily provide remote support on both desktop and mobile computers. In fact if allowed, our support representatives can remotely control your mobile computer to assist and train. We're the first in the industry to do this. That is real time assistance, not waiting on some voice automated system for the next available associate.

Remote support means lower overall cost for the customer. The days of sending a field repair tech out to your site and charging $100 per hour plus mileage are the days of old. SERVICE NOW is what we strive for at Ubiquia.

Posted by Ryan Murray in Support at 15:02 | Comments (0) | Trackbacks (0)

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