RELATED IDEAS
Support choices based on prior knowledge of our business context vs response speed
We realized that Aha! uses the 'Responsive Method' for its support which is helpful when we need a quick answer. In the instance of large system configuration changes, it would be hugely beneficial for us to be able to have the option to request a specific support teammate even if we have to wait to get on their schedule. This option would ultimately save us time by not having to reiterate our process and progress to a new person.
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ADMIN RESPONSEJan 30, 2020
We appreciate the feedback.
For our Enterprise+ customers, we have a structured approach to helping with overall account best practices and standards. An assigned experienced Customer Success team member leads all rollout sessions and follows the rollout through to completion. When new users need training or when the organization evolves, the originally assigned team member steps back in to help.
We find that customers appreciate the very quick responses received from expert members of the Customer Success team for questions outside of a rollout, for example questions on a new feature or technical assistance.
We will reach out directly to ensure your needs are addressed.
