Customer Support Makes a Difference at ITech Digital

"Wow! I'm surprised that a person is actually answering the phone and not voice mail!"


This is feedback our customer support team recently received from a customer when their call was answered by a live person. Tech Support at ITech Digital has been making big changes to better serve our customers and encourage increased communication. These changes also include expanded Live Tech Support hours until 7 p.m. EST. 

 

After each installation, customers now receive a personal letter from our support staff with post-installation and download instructions, a quick reference guide and access to support staff and their account manager. We want to ensure a better customer experience and delight our customers with our products and processes.

 

 

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ITech Digital offers many value-added services that you may not be aware of. Did you know...

 

  • Our sales application engineer, Ben Bell, conducts an interactive webinar every other month. Sign up for our 3xLogic webinar scheduled for August 18th, using this link, Goo.gl/4Fx9e.
  • Our Essential Plus and Elite Service Customers receive a quarterly system optimization check through their VCM (Vigil Central Management). We review the system to make sure it's performing at the highest standard and perform individual camera and door analyses ensuring there are no obstructions.
  • The VCM enables ITech Digital to fix issues before they disrupt our customers and affect the daily flow of business. This happened recently when the Ransomware virus affected our 3xLogic customers. Our support team was able to proactively push a patch to their VCM without interrupting their service. We've found that since the VCM gets its server settings from the cloud, our installers can do their job quicker and easier, which means less intrusion for customers. 

 

Our Customer Support team is working hard to improve the customer experience through quicker response times, reducing the amount of customer/support interactions, and increasing the number of closed cases after a single interaction with the customer.

 

The Customer Support Team is available for live support from 8 a.m. to 7 p.m., EST at 866-733-6673. And for a small monthly fee, you can have access to 24/7 Tech Support. We look forward to serving you!

    

Justin Danforth
Justin Danforth is the Customer Support Manager at ITech Digital Security Solutions. Justin has been with ITech Digital for five years, serving as a Technical Support Representative and a Sales Support Specialist before assuming his current role.
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