“You Call Our Support Team and I’ll Call Yours.”

The escalation person has in-office access to developers to troubleshoot issues

Brian, our Director of Sales, was at a POS conference recently. In the context of friendly conversation with a competitor, they decided on a little test. 

"You call our support team and I'll call yours." 

He thought it would be a great exercise to test our support process. 

Let's walk you through a typical support request and how we handle it at Yellow Dog.

1) Call or email comes in.  A client has a question about physical inventories.

2) A Support Administrator starts a ticket, assigns criticality level and assigns a support guide

3) Support Guides triage the issue and assists where they can.  Often the problem is solved right here.  If not, it is escalated to:

4) Dedicated Escalation Guide, who digs deep to resolve the issue. If they can’t resolve it themselves, it is escalated to:

5) Escalation Group which meets each morning.  This group will double check the work of the Escalation Guide and if necessary, escalate to development.

6) With a solution in place, the information is relayed to the end user and the ticket is closed.  Most tickets are resolved within 24 hours.

How is our support different from competition? 

• Our Support team is made up of real people who are physically present in our office. 

• If you call, that team answers the call and starts a support ticket.

• The escalation person has in-office access to developers to troubleshoot issues. Nightly patches are applied to all our clients.

And our competitor?  We called, left a message....and are still waiting for a call back.