As SVP of Customer Loyalty at AKUVO, I’ve worked within various support organizations over the years, and let me tell you, having a top-notch support team alongside any technology platform is like having a secret weapon in your back pocket. Those lucky enough to have this know the peace of mind it brings.

For those who haven’t yet experienced this or are dealing with less-than-ideal support, here’s the reality: It doesn’t have to be this way. It is possible to have timely responses to support tickets, lightning-fast issue resolution, tech wizards with all the know-how, and localized support. Trust me, these things make all the difference in keeping downtime to a minimum, productivity at its peak and a solid return on your investment.

Here are five things to give extra thanks for this Thanksgiving if you have them, and five things to look for the next time you evaluate a new technology platform:

Timely Response to Support Tickets

One of the key aspects to appreciate is the swift response to support tickets. Users can rest easy knowing that their issues will be reviewed promptly. The best support organizations should ensure that initial responses to tickets are provided in less than a day, aiming to shorten that as much as possible. This initial review makes sure that the team who will be working on the issue has all the information they need to begin work, and in some cases, a quick answer can be provided during this review. This prompt attention is crucial in minimizing downtime and maintaining productivity.

Efficient Issue Resolution

Beyond the quick initial response, the efficiency of resolving issues is another reason for gratitude. Support teams should strive to minimize the back-and-forth communication, aiming to resolve tickets with only a few interactions if possible. This efficiency not only saves time but also reduces frustration for users, ensuring that they can return to their tasks without prolonged interruptions.

Expertise and Contextual Understanding

Support organizations should be staffed with members who have a background in the technology, industry, or operational function they support. Finding staff that have a combination of both technology and industry experience should be the goal within any support organization. This expertise is invaluable as it means they understand the user’s perspective and can provide contextually relevant solutions. This deep knowledge base allows them to empathize with users and address their concerns efficiently and effectively.

Nationwide Support

In our vast United States, having US based support resources available in every time zone is a significant advantage. Users can rely on assistance no matter where they are within the country, eliminating the worry of time zone differences.

Expanding Your Ecosystem

Support teams play a crucial role in helping users expand their technology ecosystem. For instance, activating new integrations or upgrading to new releases can be a seamless process with the assistance of a knowledgeable support team and well thought out support model. This capability allows users to leverage new functionalities effortlessly, enhancing their overall experience and productivity.

In Conclusion

There are numerous reasons to be thankful for a comprehensive technology support organization year-round. From prompt responses and efficient resolutions to expert guidance and nationwide availability, a promising support organization can enhance the user experience in immeasurable ways.

Organizations like AKUVO exemplify the best in support (if I do say so myself 😊), ensuring that technology remains a reliable and effective tool in our daily lives. With an average first response time of just 6 hours, extensive experience in collections, and no additional fees for activating new third-parties in their platform, AKUVO sets the standard for what stellar support should look like.

So, as you gather round to give thanks, don’t forget a wink and a nod to the support squad who keep everything moving along. They might be behind the scenes, but their dedication, expertise and smiles shine through every seamless experience.