Support Improvements

Hello Syncro partners,

We heard your feedback about needing more investment in our Support process. You care about your end clients and know what it’s like to provide high quality customer service, and upon reflection, we knew we could do better to meet your standards.

Our Support was too slow last year - you wanted faster response times, more ways to reach us, and more ways to engage with each other. We reacted! For the last few months, we have been working hard behind the scenes to make valuable additions to our Support offering to help get you better and faster solutions.

You may have already noticed some of the improvements, so here’s a bit more about our progress:

New ways to contact us when you need assistance:

  • New Telephone support +1 415-523-6363
    • Average wait time is less than 2 minutes
    • If you’d rather we call you back, you can choose to leave your number or a voicemail and we will get right back to you
  • New Chat support
    • Access Chat icon on the bottom right of our main Support community
    • Average wait time is less than 120 seconds
  • New Official Syncro Support Community
    • Average first response time of 2 hours
    • Navigate to the community by using the help link in the top of the app

Improved Support & Engineering responsiveness to issues:

  • We have brought on more technical Support talent to provide responsive and knowledgeable support to our growing customer base.

  • Dramatically improved first response to new support tickets

    • In most cases less than 4 hours. We aren’t stopping here; our goal is to continue to reduce all response times until we get to less than 1 hour. We want to make sure that you are getting timely resolutions to your issues, so you can in turn support your end clients and run your business more seamlessly.
  • Dedicated Engineering time to resolving defects

    • We want to make sure we take a balanced approach to launching new features you need and keeping up with innovation in your business needs, as well as take the time needed to complete existing features and harden our platform. In the past few months, we have made significant engineering investment to ensure that our features and services are reliable and secure. We know we aren’t perfect yet, but our Support, Product and Engineering teams are continuing to work together, better than before, to prioritize incoming issues and turn around fixes quickly.
      We have also started posting release notes again so that you can see product changes and bug fixes minimizing surprises.
  • Improved Onboarding Assistance for new partners:

Also, a quick reminder that we offer 24 X 5 support, Monday - Friday (excluding major US holidays). Here’s a handy guide on Accessing Syncro Support. You can always check Syncro status here.

Stay tuned for these future Support improvements, coming soon:

  • Syncro Academy - a place where you can learn and enroll in free syncro courses
  • Documentation - we have a full time documentation writer now, and their focus will be continued updates to existing knowledge base articles as well as documentation supporting new feature launches
  • Improved Release Notes - clarity about what was shipped, when, so you are not caught by surprise
  • Faster first response times for all incoming requests; we’d like to be faster at answering phone, chat, and online tickets, and we will be making staffing, self-serve and other investments to make sure we get there by Q3 2022

As a business focused on our partner’s success, built by and for MSPs, we know how important customer service is. We are pleased to make these significant investments in Support to serve you better, with more to follow.

Syncro support is great and only getting better!

Tony Bagalini

Syncro

Vice President Customer Success

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