Commitment to Awesome Customer Support
1. We commit to providing you with relevant online support resources that help you complete your elearning projects.
Search thousands of online support resources via our universal search, which will give you results from this blog, our support site, our help documentation, and our lively Community Forums. These resources are ever-expanding so, that you’ll always have the answers you need to be successful with your work.
2. We commit to helping you resolve technical issues to your satisfaction.
Our most common (and quickest) method of support is our complimentary email support. You can submit new cases online or by firstname.lastname@example.org. If you don’t understand our response or are not satisfied, just say so. Reply to the email from Articulate Support and tell us what else we can do to help. We’ll work with you until all of your questions are answered and you’re 100% satisfied.
3. We commit to timely and comprehensive responses.
We have support sites in 3 countries, including the U.S., and our support team works 24×7 to ensure that someone’s always here to help. Most issues — including activation and installation problems — are resolved the same day, often within 30 minutes of case submission. So even if you’re burning the oil to meet that deadline, chances are that we’ll be here to help you reach the light at the end of the tunnel.
4. We commit to never closing your case.
At Articulate, we do things differently, and support is no exception. Your case is never closed. What that means is that you can respond to any email you’ve ever received from us — you don’t have to go login to some special site just to reply or give us more info. Doing so adds your email to our queue and signals to us that you need more help. So if you write to us, we’ll respond. We won’t make you jump through the annoying hoops of having to open a new case, like some other companies do.
5. We commit to calling you, when necessary.
We offer the Articulate Live Conference, which you can purchase at any time. Beyond that, if we’re working with you on a case via email and reach a point where the issue can’t be resolved via email, we will schedule a complimentary Web conference with you to help resolve the issue at hand. We realize that sometimes it’s easier for you to talk to a human and to show us what you’re seeing.
“You and your team are geniuses. No wonder you have great products. Thank you again for your A+ world class support.” -Customer email to support, Thu, 1/10/08
6. We commit to being polite, patient, and thorough.
We know that if you’re contacting support, then you’re probably already frustrated with something and we don’t want to add to that frustration. We promise to help you through each and every Articulate-related issue you may encounter while using our software. We will spend time working on your case and will do whatever it takes to resolve the issue, or, if necessary, alert our development team about any problems you may encounter with our software.
“Your support people are the very definition of awesome. Quick response, polite and respectful of your customers’ ability and technical understanding.” -Case survey comment, Thu, 1/17/08 2:50 PM
7. We commit to listening to your feedback.
We love to hear all the great praise you leave in our survey, but we know we’re not perfect, so we also want to hear when you’re not happy with how we handled your case. You can share feedback with us in any of the following ways: