Support

Customer Relationship Team

At Wirefast, the need to provide an efficient, high quality, customer support service takes top priority. The customer relationship team (CRT) is responsible for supporting our global messaging and Newslink operations on a 24x7 basis. The team comprises of highly trained professionals with extensive communications market expertise who appreciate the importance and value of customer loyalty.

Services

To facilitate an effective and efficient customer service, CRT provides:

• A message management service tailored to the individual requirements of a customer’s Service Level Agreement (SLA).
• The monitoring, diagnostics and troubleshooting expertise required for the regulation of queues and reduction in the number of failed messages.
• Fault management and a single point of contact for the customer.
• A training package tailored to meet the specific requirements of a customer in addition to standard telephone support.
• An advisory service to assist with the evaluation of business processes. Examples include the integration of help desk support and improvements to workflow and performance.
• Assistance with a web-based portal designed to show message status, text, and provide the ability to cancel and resend messages.
• Alerts, notifications and reminders based on a database management system that also produces a range of standard and configurable messaging reports.
• A 7-year archive and the ability to carry out ad hoc and complex search assignments.

CRT Mission Statement

Developing the skills, methods, tools and processes required to support a demanding user base requires expertise in the customer service profession. Wirefast has a dedicated customer service group and places great value on existing skills and continuous development.

Wirefast believe the responsiveness displayed by our CRT is a major contributor to the level of customer satisfaction and the continued success and growth of the company.