Authored by Vladimir Ceric

Recently we sat down with Michael Gleason and Dennis van Wagtendonk, GFI Support managers, and had a chat on the many changes that have been underway within GFI Support, focused on increasing the satisfaction of our customers.

We know our customers choose GFI Software products to make their life easier, and to automate their security and communication needs, so they can focus on improving their businesses. Support plays a huge role at the very foundation of customer loyalty, and starting January 2016 we have been on a path to improve the level of satisfaction within our customers. The support department has undergone several improvements, both externally as well as behind the scenes, designed to increase support quality and availability, decrease response time, and ultimately increase customer satisfaction.

Here are a few of these changes which everyone should begin to benefit from immediately:

Chat is Back – Chat support took a brief break, but we are happy to announce that it's back, even if limited to EST office hours (9AM-5PM EST; 1PM-9PM UTC) for the time being. Plans are on the way to launch globally available chat support service in Q4 2016.

Localized Support – We have analyzed the support traffic we receive, as well as the regions and languages from which we received support requests, so we have now launched support also in Spanish, Italian, French, and German to serve the customers in areas in which these languages are spoken.

Experts Specialization – GFI Support teams have now been re-focused to support specific product families – GFI Communications and GFI Security, so customers can now know they are talking to professionals in the communications or security space once they reach our support team.

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