ER Customers Give Customer Support Department High Ratings

ER Customers Give Customer Support Department High Ratings

October 23, 2017

Our dedicated Customer Support team always strives to help you faster and better, and their track record of late is proof of that. We believe the upgrades we’ve made to the department earlier this year, including live chat support, in addition to our screen-sharing capabilities and a well-oiled ticket tracking system called Zendesk - have fully kicked in and are working as planned.

In a review of 380 customer survey responses collected between June and August 2017, the majority of customers indicated "very positive or somewhat positive" experiences in all four key categories (based on a 5-point scale from 0-100%, with response selections of very negative, somewhat negative, neutral, somewhat positive, and very positive).

See the customer survey results below:

Q1 Overall, how would you rate the quality of your Emergency Reporting customer service experience? 

89% very positive or somewhat positive - Top 2

Q2 How well did the customer service representative understand your questions and concerns?

89% Top 2

Q3 How satisfied were you with the way your question or problem was resolved? 

84% Top 2

Q4 How much time did it take us to address your questions and concerns? 

58% much shorter than expected or shorter than expected – Top 2

85% better than or what I expected

27% about what I expected

 

Pictured above: Several members of ER's Customer Support team.

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