In order to ensure the success of each one of our customers, we have a line up of dedicated customer-facing teams equipped with the tools and resources to deliver the best possible customer experience.
In the first part of our three-part blog series highlighting our customer success teams, we dove into everything you need to know about our implementation team. In this post, we’ll take you through the team that’s always there to provide accessibility support, no matter the complexity, the support team.
The Support Process
The purpose of the support team is to help with customer education, execute manual adjustments in the backend of the Account System, and duplicate bugs that need to be escalated to either the operations or development team. In addition, the team tests specific workflows, new products, and updates for customers.
Ensuring our customers feel supported every step of the way is incredibly important to us. The support team is always there if an issue arises.
Whether you need assistance with setting up an integration, determining the right file format to download, or help with billing, we’ve got you covered.
There are two ways to access customer support: either through submitting a support ticket or by using our support documentation.
Submitting a Ticket
All customers, both express and enterprise, are able to submit a support ticket if they run into any issues. If you’re unsure about something, we always recommend reaching out.
3Play users can open a support ticket whenever by emailing firstname.lastname@example.org or by clicking Contact in the top right corner in the Account System.
Once a ticket has been submitted, it will be processed in our ticketing system before automatically assigning to a support rep. Once the ticket has been assigned, we always guarantee a maximum three-hour time limit before the first response.
We have an extensive knowledge base of support documentation, otherwise known as the 3Play support docs. If you’d rather quickly find the solution to your question as opposed to reaching out to a rep, you can always access the support docs for free.
You’ll find a ton of useful resources that provide detailed, step-by-step instructions on how to achieve a certain task. There’s even a handy search function that makes finding a topic super easy!
It’s important to note that customers are always welcome to use the support doc, however, if there’s an issue that you can’t find the answer to or if the issue persists, feel free to submit a support ticket to connect with a member from our team.
3Play’s Unique Approach to Accessibility Support
At 3Play Media, we always emphasize that we’re more than a video accessibility vendor. We want to provide our customers with unmatched support.
Unlike with implementation, the support team is fully dedicated to our current 3Play customers. You can be a user with zero experience or a user who’s been using 3Play for years. Either way, we’re here to help.
In addition, the support team relays information on behalf of the development and operations teams – so you can feel assured that you’ll always be aware of new updates and statuses.
We take pride in knowing that the support team at 3Play Media has the most responsive and fastest-acting team compared to other vendors. In our annual customer survey, we asked customers how they rank our team for the support and the responsiveness of our team. Our customers gave us a score of 4.6 out of 5 stars for customer support and 4.5 out of 5 stars for responsiveness.
Whenever you reach out, our team will always respond back promptly with the help you need. We always strive to maintain a high level of both service and engagement!
The greatest feeling is knowing that you’ll find the best accessibility support with 3Play so you can sit back, relax, and focus on what you do best.