Support and Customer service
Customer Service
We know that it is not trivial to adopt a new service in a process so crucial as meeting and collaboration. This is why we invest heavily in supporting you, from playing around with it for the first time to rolling it out in your organization.
Our experts and trainers are ready to assist you to get things done or to direct you to relevant resources.
Whatever your reasons for using our technology, our goal is for our clients to have successful meetings online from the start.
Training
We offer training on-site or remotely for individual users or for groups of users. Our trainings will help you get familiar with our tools as well as with the differences between meeting face-to-face virtually. You’ll get the best out of your time and effort with our training sessions.
To integrate the training and adoption programs within your organization, we propose to train your associates internally to become product champion(s) for the process change: “Train the trainer”
Meeting assistance
We offer meeting assistance during a meeting or whilst you are preparing one. Also it can be of great help to have someone assist and help during a more complex meeting, typically those with large audiences and/or participants that enter or leave during the meeting. Or if you lack the time to schedule or prepare your next meeting, our meeting assistants will be glad to be of help at any time during business hours.
Meeting assistants can help the attendees of your meetings overcome technical difficulties while you can focus on the business of your meeting.
Our Technical support; available when and where you want!
The qualified professionals at our technical support are there for your organisation’s people and can help by answering your simplest question or by responding to your most urgent or delicate matters.
They ensure our service availability and can help you with technical problems or explain how to get the most out of our service. You have immediate access to our experts through the channel of your choice, be it by telephone, email, chat or any other.
We know that each user has different needs, that they have different cultural backgrounds and speak different languages. That’s why at 3-GSP we offer support in over 6 languages.
With regards to technical and functional support, we distinguish support at 4 levels.
- Hard-ware and installation support
- Service availability (access) support
- Service usage and functionality, documentations, technical and usage functionalities
- Customisation and improvement
Hardware and installation support
The only way to avoid technical issues is by attacking the root cause of the problem! Our service does not require any installation on the user PC or supporting infrastructure thus completely eliminating IT support requirements (no configuration, no conflicts and no modifications to local configurations or updates to operating versions).
This also means that every account holder has access to our service from anywhere in the world or on any PC. They only need their credentials to use our service. Our approach eliminates all security and configuration related show-stoppers - often a major source of user frustration.
We can improve the user experience and load on your network by making small changes to your network infrastructure. Our team of experts is ready to analyze your network and make recommendations for improving it for our service.
Service availability support
We are used to the very high availability standards that are commonplace in today’s telecommunication and banking services. We have telco-grade SLA’s (Service Level Agreements) with our hosting centre, telecom and network providers. This means service availability of over 99.97%.
We will always try to align your service level to the level of business criticality that you define for our service. This we can do by dedicating resources to your company, adapting our infrastructure and operation to your service level criteria and through the excellent cooperation with large size partners and integrators specialised in service management. (At your demand for a custom SLA, we will be happy to provide you with the details and service specification of our integrators/partners).
Service usage and functionality
Our webconferencing service has been developed and designed to make access to the service as easy as possible by eliminating technical barriers.
We have focused on developing a crisp and ergonomical user interface with an intuitive look and feel and clear language.. No knowledge of computing or computer technology is required to successfully participate in a meeting.
Our users have access to the built-in and proprietary e teaching modules to learn the service functions or in order to refresh their knowledge.
For help, tips or information, users can access to a specialised team of agents by e-mail, phone, SMS or live chat.
We work with specialized call centres for ensuring support availability. The customer can decide on the required level of support.
Customization and branding
We understand the importance and value of your brand. In contact with partners, suppliers and customers, you want your company to be represented in a consistent way. That is why we offer customization and rebranding of the user interface of our services to the level you need.
Basic customization includes adding your logo, window titles and communication about the name of our service. You can upload and use several different meeting rooms, each having their own look and feel. You can get a custom URL for your meetings.
Further customization includes changing the meeting URL to a sub-domain of your company’s domain, changing the colours and fonts of the controls, changing the wording in the user interface and even completely changing the graphical design of the controls.
