Improved customer support at REW Forums
To our valued REW customers.
By now many have already noticed and commented on an increase in both response times and efficiency during business hours at our REW customer support forums. This is no accident - Recently we have increased our team of daytime CSR reps responsible for non billable support of our technologies.
The most significant addition to our CSR program this year - is the addition of 3 full time programmers for providing tier 2 and tier 3 support for REW technology (CMS, Lead manager, IDX, Listings Manager, Hosted Blogs, Email & Server) Support.
The tiered concept (Sometimes referred to as escalation) is one that is new to REW, but one that has proven very effective in similar corporate envirements - Hosting companies being the best example of this.
Here is how it works: (The complicated internal version)
Tiers basically refers to level of complexity, and required technical ability.
Tier 1 - The less complex or day-to-day support items - Answering how do I type questions and providing instruction on how to use our technology. All 3 tiers will support tier 1 issues on the forum.
Tier 2 - Issues that require programming expertise that tier 1 staff do no possess. When tier 1 cannot support an issue, they will "escalate" the issue to tier 2. (Both tier 2 and tier 3 will support tier 2 issues).
Tier 3 - Tier 3 is comprised of 2 senior programmers and myself. If an issue is very complex and requires a senior programmer or management intervention it will be escalated to tier 3. (Only tier 3 CSR will handle tier 3 CSR tasks) - Examples of these items would include handling potential reported server vulnerabilities, reported hijacking or hacking attempts, network wide outages and other high level server or security matters. Tier 3 also acts as the education facility and support network for tiers 1 and 2.
The uncomplicated version (For our customers)
The great thing about this setup, and our forum support system, is that it is up to us (Internally) to route issues through the specific tiers etc - thus you don't ever have to know "who to send to" or "what department is responsible" etc - we do ask that wherever possible you post in the appropriate CSR forum (IDX issues in the IDX support forums) CMS issues in the CMS forum etc - but other than that, that is where your responsibility ends - we will take it from there :)