Support Improvements & Client Comments

    Posted by Andrea Drennen, CMCA on May 1, 2018

    The many recent changes to enable scaling our support offerings for all clients had some delays at the beginning that drastically slowed our response times. Nobody is more upset at circumstances like this than our support team, who regularly stay late and work weekends to try to help as many customers as possible. We ask each support technician to solve at least 65 tickets per week, but every week, many of our team exceed 100 solved tickets  - they care that deeply about making sure that our customers are taken care of.

    As our new techs get up to speed, and everyone gets more comfortable with the new technologies and procedures, we are seeing a light at the end of the tunnel for our customers. In the past 2 weeks, we have been able to turn around average wait times from 2+ days to less than 24 hours for most tickets.

    We are thrilled to report that our support response times have dramatically improved, and we are now hearing some very positive feedback from customers. Here is a selection of the more than 200 comments we received from clients, just in the past 2 weeks:

    • TOPS support has always been very helpful and patient with me. I usually have loads of questions and see that some of the other customers have had some of the same ones, from the updates that happen. I really appreciate having updates, anything to make my job easier!
    • Amy was awesome!  Every time she calls my problems get fixed and she makes sure I am satisfied before I hang up the phone.  She fixed three issues for me today!
    • Although the answers were not the ones we wanted to hear, Dave is awesome and so great to work with.  Thank you for everything!
    • Jennifer provided me the information I needed through providing me links for established TOPS answers to common questions. I still had to do a little "thinking" on my own to resolve my questions, but it was good for me to do that and I learned by doing so.
    • I would say more GREAT than GOOD.  Exceeded my expectations in analysis and implementation!
    • Jeanette was very knowledgeable, professional, kind and patient.  She knows her stuff, great experience.
    • Tara, saying you are "awesome" does not justify how thankful I am! The nightmare is finally over with that account all thanks to you!
    • Beau was the fast support person I ever saw.  He was awesome.  Thanks for the quick resolution to my problem.
    • Christopher recognized what the problem was quickly and solved the issue in minutes.
    • Kate was extremely knowledgeable and helpful with my situation. I would just like to thank her again for her excellent customer service and support!
    • Maria is fantastic!  She is always very bright and helpful.  She will walk me though my problem and watch me do the steps in case I get it wrong or there is an error.
    • Oddball issue but Jen stuck with it and got it resolved!  Great person work with.

    • My tech Jeanette was able to handle my issue efficiently and effectively, much appreciated.

    To our customers, thank you to all of you for your patience and your kind understanding while we got back up to speed. We greatly appreciate your kind comments and feedback!