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.
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?
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:
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.
This option guarantees the priority of your calls over those in the IVR queue, and an average answering time of less than 20 seconds.
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 (email@example.com, firstname.lastname@example.org and email@example.com).
For any critical incident duly signalled to customer services and causing total loss of service, Hub One undertakes to:
|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|
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 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.