In our continued effort to provide the industry’s best platform and support, 2015 saw the complete revamping of 3dcart’s Technical Support center, with changes to management, training and structure. Under the leadership of 3dcart’s new Director of Client Success, Walter Quinn, customer satisfaction has skyrocketed, with customer feedback via NiceReply reporting a 95% customer satisfaction approval rate!
So what’s new about 3dcart’s Technical Support team?
- A friendlier, easy-to-talk to team. Our support processes were completely restructured with the help of CoSupport, a consulting firm which audited our support structure and coached the 3dcart team in email etiquette and phone rapport. Merchants can rest assured that they’ll receive assistance from not only highly-trained experts, but friendly, easy-to-talk to agents as well!
- Additional levels of escalation. 3dcart’s team has grown considerably in 2015, with 4 supervisors and 3 team leads providing round-the-clock expert guidance and wisdom for merchants and support alike.
- Management Forum Presence. 3dcart’s management team is hitting the forums and tackling the toughest inquiries, recommendation requests and general inquiries.
- Continuous Training. To ensure 3dcart’s support team is always up-to-date on industry trends, platform updates and other pertinent news, comprehensive monthly training sessions have been implemented. Merchants can feel secure knowing they’ll receive only the latest, most up-to-date information and solutions.
- A bigger team. Over a dozen new, AWESOME support agents have joined 3dcart’s team to ensure every call, chat and email receives dedicated, expedient attention.
Looking to improve our support team further? There’s no need to be shy; feel free to leave us a NiceReply! We love hearing from our merchants! Let us know how our team did — we’ll use this feedback to ensure our support team only gets better with each passing day!
If you’re in need of technical support, contact us via our Support Ticket System, Phone (1.800.828.6650) or Live Chat. We’re here to help you 24 hours a day, 7 days a week, all year round!