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When you need support from a vendor, you need it right now.

The support game has changed. Offering 24/7 support is a start. However, what support really means is resting assured that knowledgeable and friendly experts will be there to quickly resolve your concern should you need them.

Late last year, following a thorough evaluation, Intermedia was recognized by J.D. Power and Associates and the Technology Services Industry Association (TSIA) for delivering an exceptional level of support. We are proud to be the first cloud software provider to be recognized in this regard. We strive to provide our customers and partners with an award-winning level of support, however, we know our recent support hold times have not held up to our stringent Worry-Free standard.

It’s time to change that.

Big changes, both today and on the horizon

We’re making some big changes. As of today, Intermedia is migrating to a new unified support model to give our 85,000+ customers and 6,000+ active partners a better experience. Now, customers and partners have one source of support for help, versus needing to go to one place for their voice needs, and to another for business applications assistance.

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To aid in futureproofing our support system, we changed some internal processes so we can bring in people from other departments, such as Onboarding, to help with support chat sessions or phone calls during high-volume periods. And we’re working hard to more quickly bring on additional staff for all levels of our Support organization. In fact, we’ve hired 26 new support people over the past 2 months. Additional rounds of new hires will complete their training classes the third week of March and again in mid-April.

I asked our COO, Jonathan McCormick, to share some details about how this will all work, and he had this to say:

“This unified support model allows us to maintain the high-quality levels of support that we want to be known for across all our products. Some of our products require greater levels of technical knowledge than others. Approximately 70% of our support calls are what we refer to as ‘simple calls’, where issues are often the same across systems. Our new support advisor group will answer these ‘how to’-style, shorter questions. For calls requiring a deeper level of expertise in a particular area, we’ve created five product specialist groups that our first level of support can pass calls onto for resolution straight away. This also frees up the support advisor to take another call. Paired with the fact that we’re hiring and training more expert support staff in this prescriptive manner, our customers and partners should get faster access to the resolutions they are looking for.”

To summarize: we’ve heard you. We’re giving our customers and partners access to more frontline technicians and specialized experts with deep experience where you need it most. Thank you for your continued business and loyalty during this short period of transition.

About Connie Adcock

Connie Adcock is Vice President of Client Services at Intermedia