A third support layer introduced by Union Street Technologies is tasked with augmenting and backing up its existing first and second line support teams, offering access to quick-fixes on how-to questions, advice on best practice and how to get the most out of the aBILLity billing platform and other products, including the company's portal – and where possible provide insights into the potential for productivity and profitability gains.
The formation of this third line customer experience team coincides with the relaunch of Union Street's support portal that for the first time features a live chat functionality and a store of video guides on how to use the aBILLity billing platform. Portal users can also raise and monitor support tickets.
Chief Operating Officer José Fernandez (pictured) stated: "We have introduced the customer experience team as it is crucial to ensure that our partners achieve the best possible results when using our software. Partner feedback has been positive."
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