3.5.1 | Premier Support
Premier Support: Add a Clickability support professional to your team
Clickability offers industry-standard support to every customer. For some of our users, though, their Web deployments are so complex and their Web properties so business-critical, they want the extra assurance of a dedicated support resource.
Our Premier Support is designed to meet their needs—and eliminate their anxieties.
The difference?
With Premier Support, a designated support professional is as knowledgeable about your websites’ day to day operation, your particular nomenclature, your internal workflows, your business goals, and your vision as your own employees.
Here’s what you get:
Designated Support Representative
- Direct access to your representative via phone and case submission (cases avoid queues and are directly assigned to your representative via SFDC automation)
- Project direction and resource allocation
- A backup representative in the event your primary is out of the office
- Stricter SLA, pledging more rapid response times
On-Site Account Consulting
- Support representative, Success Manager on-site
- A day of branding and Web strategy discussions and exercises
- Platform usage review and best practice discussions
- Guidance in latest Web innovations and market directions
Usability Testing
- 3rd party usability testing on an annual basis
- Documented feedback on website navigation, UI and more
Clickability Platform Metrics Review
- In-depth analysis of Clickability Platform reporting metrics and trends
Support Case Usage Reporting and Customer Portal
- Direct, detailed access via Customer Portal to all cases related to both support and issues and ongoing projects (SFDC Access)
- Contracts
- Documents
- Cases
- Time logs
- Reporting on case usage
Your Clickability sales and customer support representatives can help you determine what level of support is best to meet your business needs.
