One of the biggest fears with any remote software provider is not being able to get in touch with a professional support contact if something goes wrong with the system, or indeed if you have questions on how to do something. At Tilt our customer service is something we are continually praised for, both in terms of the speed and efficiency of response and the friendly and professional attitude of our team. Although our support commitment states that all email tickets will be answered within 6 working hours from Monday to Friday, our help desk performance stats highlight that we answer 85% of tickets within one hour, and 100% of them within 24 hours – that’s including weekends. Benchmarks show that the industry average for first response time to software support tickets is 20 hours; we’re 20 times faster than that!
People often look for the comfort of being able to talk to support staff by phone, but in our experience, and indeed as has been proved across our industry, technical support delivered well can be done much more efficiently by email than by phone. Test it out; raise questions during the day and see how well the support team deals with it, and if you encounter problems in the evening or weekend see how the response times compare. Bear in mind, however, that major issues will be dealt with promptly, whatever the time of day, but minor non-urgent queries may indeed be dealt with the next morning. Rest assured though that if a problem is service-affecting it will have our full attention, as it rightly should have with any professional software vendor.