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Getting back to our why: YOU and the people you serve
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Along with change comes questions, and we’ve answered some of the most common ones here at our FAQ page.
Why are you changing your customer support team?
We realize that our customers were experiencing some challenges with our current outsourced customer support model. There was also an expressed demand for customer support agentsthat possessed an understanding of the field, assessments, and industry. That said, we heard your feedback, and we are moving our customer support back to the US. We are focused on bringing high-caliber employees that are focused on enhancing the Customer Experience.
When will this change occur?
This progressive transition began in February and have already started to hire and train Customer Experience Specialist to join our US-based Customer Service organization. We will continue to transition through our back-to-school season (August–September) and plan to complete our transition by the end of October.
What will I need to do to prepare for the change?
There is not anything that you need to prepare for. We would like to ensure that you are also aware of your self-service options if you are pressed for time and can’t call in.
What will be different with this new support process?
The new support process is intended to focus more on customer needs and enhance the Customer Experience. Based off feedback that we gathered from our customers, we are being told that you are wanting helpful and empathetic agents, a seamless interaction where there aren’t many hand offs, proactive support, and quick resolutions. Given this feedback, these are the primary areas that we will focus on while being mindful of the wide range of feedback we’ve received.
What about my current open cases?
We will continue to work toward speedy resolutions for any open cases.
How do I request support after the transition?
You will have the same channels available to you.
Phone support: 1-800-627-7271
Email support: firstname.lastname@example.org
Can I start using the new process now?
In full transparency, during this transition period and through October, you may still receive support from our outsourced customer support agent or Customer Experience Specialist. Your experience and needs are a high priority for us, and we hope that each interaction with our team is pleasant. However, if that is not the case, you can request a Customer Experience specialist or supervisor to assist if you are not getting the support that you need and deserve.
If I call in today, will I get a Customer Experience Specialist in the US?
Our Customer Experience team is ramping up and preparing to support you while we are in the process of transitioning our phone and support resources away from our outsourced team in the Philippines. This process will take a few months, but we plan to be in full swing with our US-based Customer Support team after our Back to School and Summer season. We currently have US Customer Experience Specialists answering customer inquiries via phone and email channels.