Customer Support
In today’s competitive digital marketplace, your clients demand you to exceed expectations consistently. There is increasing pressure to rein in costs, which makes the challenge even more pressing. To help our clients meet this challenge without exceeding their budgets, SPi Global has combined its domain expertise in the publishing industry with its global resources to provide customer support services.
Product/Technical Support
SPi Global provides product and technical support for our customers, helping them with technical issues such as uploading information products so they can be accessed by customers. We deliver Level 1 and Level 2 technical assistance, escalating issues to the corporate development team if appropriate. We specialize in providing support outside normal US business hours for employees based in Europe or Asia. Our help desk team also makes phone calls to internal customers to immediately acquire details necessary for request resolution.
Our experts are further ready to help customers resolve simple requests, such as tracking down the product or retrieving usernames and passwords—as well as more complex concerns, like file-error troubleshooting and back-end system configuration. We also handle intensely-detailed inquiries, such as providing information on specific product features and benefits. We typically respond to all e-mail queries within 24 hours and provide real-time chat support. Phone support is also an option.
Customer Service – Order Fulfillment (email, chat, and phone)
Our specialists process orders, taking the information from customers and entering it directly into the publisher databases. We also process invoices and help customers with requests for cancellations, samples, and trial subscriptions.
Platform/Application Support
With the abundance of web-capable devices available today—and new ones coming onto the market—your SPi Global team can help ensure the flawless operation of your programs, regardless of the devices being used to access them. Our content experts and engineers maintain your platform and applications to keep your products operating at their best. If your product fails to function properly, our support engineers are on hand to fix the problem.
Content Ingestion and Support
Before your product comes online, you need to load the content. During the ingestion process, content may not load properly due to a content or platform issue, or it may load but fail to render properly, or users may simply not know how to load it. SPi Global’s customer support is here to help. Content engineers use their deep domain expertise to solve content issues while support engineers address any problems with your platform.
To learn more about how SPi Global can help, contact us today.
