At aXcelerate, our goal is to deliver an industry-leading customer service experience while always seeking continuous improvement in both product and service. In 2020 we’re starting an initiative to provide you with an even higher level of service.
Client satisfaction with our support is already rated at 98%, and a great aspect of aXcelerate (so we’re told), but we believe we can do even better!
Over the years, it’s likely you have met or spoken to a number of our Customer Success Representatives (CSRs) who have assisted you with your training or queries. From January, one of these representatives will become your Customer Success Manager (CSM)—a single point of contact for you going forward.
Your Customer Success Manager will provide you with a greater level of service through familiarity and by having complete visibility over your account and technical queries.
You will have access to your CSM’s direct phone number, and any support tickets or emails will be sent directly to them. While they may not immediately have all the answers, they’ll oversee and manage your enquiry through to resolution.
Working with you and your team, your Customer Success Manager will conduct regular system health checks, and guide you on how to use features and functions of aXcelerate to streamline your operations and maximise return on investment.
In the new year, your Customer Success Manager will contact you to introduce themselves and get acquainted. They’ll be your go-to person for anything and everything aXcelerate.
We look forward to an enhanced partnership in 2020 and beyond. Have a wonderful Christmas and New Year!
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