Customer Service Management

Your company

Your issues

Your environment is unique and your time is precious. The technological solutions or services that you have deployed are equally so. Your challenge is to ensure that your partners systematically take account of your specific technical or business characteristics to rapidly address your expectations.

 

Your needs

Need to be immediately recognised by customer service so as to gain time in getting your request handled?

 

Need to establish special customer relations to benefit from accelerated processing of your most critical requests?

 

Need transparency in the availability and service performance level delivered by your service provider?

 

Our solutions

We support you all the way to provide you with maximum quality of service, reactivity and security levels.

 

Our Customer Service Management service is broken down into 3 offerings, to address different needs and constraints:

  • Monitoring the quality of service delivered by Hub One
  • Operational support from a dedicated Customer Service Manager
  • Handling and personalised follow-up from the service desk, priority processing of your requests

 

Immediate recognition of the caller via a unique pin code

You are given a special toll-free number or a unique 4-digit PIN code for contacting Hub One customer services.

Thanks to call recognition, our receptionists identify the company calling and ensure you get a customised reception, in line with your requirements.

 

Priority treatment on the ivr

This option guarantees the priority of your calls over those in the IVR queue, and an average answering time of less than 20 seconds.

 

A dedicated email address

To contact Hub One customer services, you have a customisable dedicated email address (e.g., support “customer name”@hubone.fr) that you can use instead of the generic email addresses (information@hubone.fr, reclamation@hubone.fr and support@hubone.fr).

 

Personalised monitoring of incident tickets

For any critical incident duly signalled to customer services and causing total loss of service, Hub One undertakes to:

  • Inform you of the cause of the failure or malfunction
  • Propose an estimated service restoration time
  • State the time slots for the planned intervention
  • Keep you regularly appraised of the state of progress of the troubleshooting and the updated restoration deadline
  • Detail what resources have been mobilised to restore service
  • Inform you of service restoration no later than one hour after the effective resolution

 

Call types Criticality 1 incidents
1st callback 30 minutes after the incident is declared
2nd and subsequent callbacks Every hour
On closing the incident No later than one hour after effective resolution

 

 

Accelerated processing of requests for information

For any request for information and advice (e.g., receiving the manual for a product, obtaining details about its invoicing, etc.), the customer account managers undertake to answer within 4 hours, during normal working hours, Mondays to Fridays, 8 AM to 6 PM.

 

Service monitoring

Service Pilot is a server for obtaining, via an online interface, the statistics relating to the availability and performance of the service delivered by Hub One via the infrastructures. The server saves its results and updates the graphics every 15 minutes, to provide you with a detailed analysis.

 

What can we do for you?

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