Our dedicated Support team has been steadily growing over the last six months. You’ve probably spoken to or had digital conversations with Ty, Blair, Wes, George, Drake, Brad, John, Rhys or Bernard.
Over the past few months, we have been continually improving the way we support you. We’ve moved away from the Customer Success Manager model that we implemented in 2020, as we found it difficult for everyone to remain adequately upskilled across all areas of the system. We found this was leading to delays in resolving your queries. In 2021, we’ve implemented a tiered system, to allow your complex requests to be investigated by the best Subject Matter Experts. We strongly believe this will drive the most optimal resolution times yet.
Late last year we began implementing Live Chat, and we’re thrilled to see that our users are loving it! We’re seeing constant growth via that channel, and highly recommend you check it out — even if it’s just to pop in and say Hi! We promise that they are real people providing real-time support every day.
We’d like to provide a gentle reminder that emails to our previous support email address are no longer accepted, however, we welcome your support requests via the following channels:
We look forward to supporting you soon!
This Release Note Rundown showcases two newly implemented features: The new modal for public workshop enrolments and an improved process for assessment content file upload.
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