Four Reasons Our Support Team ROCKS

A customer once called our support team “rock stars,” which is actually an incredibly fitting title. Although they rock scripts instead of Stratocasters, our support engineers are stars in their own right.

In the past year, people who have contacted support have given them an average satisfaction score of 4.8 out of 5.

Of course, they’re too modest to admit it themselves, so here are four reasons why our support team rocks in the words of their biggest fans - InformaCast customers and partners.

 

Reason 1: They care about you (and not in a, “Your call is important to us, now please hold” kind of way)

Our support engineers have extensive backgrounds in IT and Telephony. They've been in your shoes before. They know how important it is for you to get your system running optimally, and they know that people are counting on you to ‘work your tech magic.’ They’ll do everything they can to help you out.

“It is always a pleasure to discuss with the Singlewire representatives. Not only you have excellent products, but the customer service is bar none.”    
- Arthur Cosma, C/S Construction Specialities
"A few years back, there was a discrepancy between the InformaCast software and Cisco’s Call Manager. We realized that we have a problem on a Saturday at 3:00 AM! We called Robert and it took 24 hours for Cisco and Singlewire to fix the problem. And Robert was there all the time! That means a lot to me. I have responsibility to provide InformaCast service for our university and particularly our 24/7 healthcare. I count on people like Robert."  
- Ghafour Taghizadeh, University of Kentucky
 
 
He did a GREAT job, stayed with me thru the entire process and never gave up. I am sorry for eating up his Saturday night, Sunday morning, but his help was essential and greatly appreciated. We don't normally ever have to deal with support as it's not normally necessary. This interaction was very positive and again the help was very appreciated. Thank You.”    
Tommie Lindsey, Essehealth

 

Reason 2: They respect your time

When you’re down to the wire on an install and run into a roadblock, the last thing you need is to be stuck on hold or transferred to someone who isn’t an expert in the field. Our knowledgeable team of support engineers will resolve your issue quickly. 

“As always, it's refreshing to call InformaCast support, not only are the calls quick and efficient but on my first call I get everything I need. Great Job. I wish all our vendors were as good.”  
M. Gehrt, Eisenhower Medical Center 
“He listenedquickly assessed the issue, confirmed the issue and resolvedAll within 5 minutes. He then took the time to show me the resolution.”  
- Brad Marchenski, Buhler Industries
 
 

Reason 3: They value old and new customers alike

Whether it’s your first install of InformaCast or you’ve been working with it for years, our support team is dedicated to giving you the best service possible. Some of our oldest customers still give us great feedback.
“Not much more to say regarding the support I have received over 6 yearsOutstanding! Super responsive!”  
- Andrew Molls, Kent State University
“I have worked with Robert [Singlewire support engineer] for over 10 years. He has always been very courteous and helpful."  
- Ghafour Taghizadeh, University of Kentucky
Excellent service as always, never been dissatisfied in the 10 years I have been installing Informacast.”  
- Scott Dion, Annese & Associates Inc, Clifton Park

Reason 4: They lead the industry

At Singlewire, we know that investing in an excellent support staff is just as important as producing a quality product.
“You have the best support in the business... Nathan [Singlewire support engineer] was great just like every agent I spoke with... Thank You.”  
- Bert Wall, CBTS - Columbus, Ohio
“Robert [Singlewire support engineer] is a perfect example of the kind of technical support engineer you *hope* to getwhen you open a ticket. I've consistently had very positive experiences with Singlewire support.”  
- Robert Crannell, NWN Corporation - Morrisville
“A good company produces a good product a great company has a product that is supported by great individuals and a strong team spiritYou are leaders in both. Have a great weekend.”  
- Terry Oakley, Red Deer College

 

You can contact the Singlewire support team by calling or opening an online support ticket (details at www.singlewire.com/support). Engineers are available Monday through Friday from 7 a.m. - 6 p.m. CST. Support for critical system-down emergencies is available 24x7.

 

 

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