Improvements to your support experience

Based on your feedback, we’ve recently made a lot changes to our support architecture. Here’s a short list of the things we’ve accomplished since August, and what benefits they have for you.

Less waiting, more helping.

At the beginning of August, we phased out the “Customer Service Rep” (CSR) tier. The CSRs were introduced around the time of UAD to help you get quick answers to the most common questions we hear. While this worked great for a time, once you got familiar with UAD, you were less likely to call in with common questions. This meant you needed more in-depth tech support and could be put on hold. So, our CSRs have transitioned into full technicians. When you call, you immediately get someone who can handle any situation, instead of getting passed from one person to the next. In fact, since removing the CSR line, the average hold time to reach a technician has decreased by 68%.

Constant students.

Shortly after eliminating the CSR line, we started doubling down on training. While previously the CSR tier was a stepping stone into full tech support, new hires now receive three weeks of intense training on all of our products. That guarantees they’re ready to roll when they get on the phones. And, more training isn’t just for the new guys, either — all current technicians get ongoing training, delivered weekly.

Senior? More like Super.

Additionally, we are increasing the amount of “Senior Techs” we have on the phones. For every one technician we have, we are aiming to have one Senior Tech. This will guarantee that if you’re having an issue right now and need it fixed, you no longer have to schedule a call back if you don’t want to. We’ll get you to a Senior Tech to take care of it immediately.

New benefits, happier employees.

As you may have read in an earlier blog post, or maybe even seen in the news, we increased our base-pay to $30,000. That’s the very minimum anyone here makes, be they in support, marketing, or anywhere else. Many of our techs are making far more than that, and there is always room to move up.

Those are just some of the changes that we’ve been implementing, and there are still more to come. We’ll be sure to keep you posted. And, of course, if you’ve got any suggestions, comments, concerns, or just want to say, “Hi,” drop us a line at info@alamode.com.