Support is baked into our culture and where we deliver much of our value. We provide personal support for the entire time our customers are with us, not just for a short on-boarding period. Our dedicated support staff are part of the core team and not an outsourced support centre. In fact ALL staff, from admin to the managing director, at “Messenger2050” have a customer support mentality. When we say we care, we really mean it.
Every single support request is logged and tracked throughout our support and development cycle with strict internal ticketing alerts system. We use industry leading systems to manage all requests, monitor our performance and help us pinpoint any areas of our service that needs improvement. We put ourselves through the comprehensive Internal SOPs and external audit process every year to ensure our work practices are organised and efficient. We're organised and you can be confident you are in good hands.
Great support is only great if your customers say it is and we keep our finger on the pulse with two types of feedback:
'Always on' feedback where our customers can rate their satisfaction for the service we deliver on every single support request. We regularly score between 98% and 100.
'Net Promoter Score ' An industry standard approach used by many well known and loved brands to gain a deeper understanding of how their customers really feel about the service they receive.
'In App feedback' Most recently, we've added the ability for all users of our system to quickly send suggestions or criticism directly via the HeartBeat Networks app. stages
Support in many other ways
We provide HeartBeat Networks as 'software as a service' which means our customers also benefit from several additional support services at no extra cost, HeartBeat Networks comes with:
1st class security No need for virus & malware scanners, costly security audits & consultancy or hacking and data theft worries, we take care of it all
Data back-up Hospital management systems collect a lot of sensitive data and managing your own systems also requires a comprehensive back-up solution (if you allowed). We have this totally covered with secure multiple daily and monthly backups.
Software updates We work on HeartBeat Networks every day of the year keeping it updated and running smoothly. No need to manage disruptive software updates that soak up your IT staff's time. You'll automatically have the latest version of HeartBeat Networks as soon as it's available.
— Messenger2050 Technologies