Post Sale SMS Support
When your SMS solution goes live, our post sales support and account management teams offer a single point of contact regarding any service related incident, request, query or complaint. Every customer call receives the same level of evaluation and action, and we have developed a tiered structure of resolution depending on the severity of the incident and if a vendor response is required.
In-person business hours support
Technical support is available to customers 24/7 by way of a toll-free number, and provides in-person support between the hours of 8.00am to 6.00pm Monday to Friday. We can also offer a premium support service outside of these hours on request. This level of tech support sets us apart from our competitors; a further commitment to seeing our customers receive the highest level of business grade SMS available.
You should expect an email response within one business day, although our account management reps generally respond within a matter of hours if not minutes (depending on call and email volumes). We have built a culture where customer service is one of our greatest differentiators. During critical incidents it’s all hands on deck with hourly communications to stakeholders until we achieve issue resolution.
Customer satisfaction guaranteed
At MessageMedia we pride ourselves on our customer service. Our average ring time to get through to a customer service agent is under 15 seconds, which we regularly exceed. Our target average technical support customer satisfaction score is 9+/10. This target has been exceeded each month for the past six months.