We strive to provide a great experience when interacting with us. Be it our product or contacting us. That includes providing excellent support.
We use Zendesk to organize our support. This lets us collect all cases from all channels in one unified interface. It also means that we wont miss anything from some of the lesser-used channels. All of our employees have access to the system and can help out. The most used channel is the humble email, which is a great channel since it is available for almost everyone on all devices. We also provide support via our Facebook and Twitter accounts if those are preferable to you. Last but not least, it is possible to ask for support from within QBank itself.
Other than the traditional system where you contact us we also provide a self-service system where you may find the answer you are looking for by yourself. We usually refer to this as the Knowledge Base but the truth is that the knowledge base is just one part of it. It also contains a Getting started-category as well as a FAQ. The knowledge base itself contains articles that are more in-depth on certain parts of QBank. It is a great resource whether you are looking for the solution to a specific issue or just generally want to educate yourself about QBank.
Within QBank there is a small tab to the right that looks slightly out of place. If you click on it a dialog pops up where you can ask for support. We are currently planning to refine this into one of the standard tabs in QBank and remove some of the fields that are unnecessary (your name and email address are known since you are logged in). We also plan to enable you to access the entire knowledge base from that tab in order to always provide the help you want where you need it.
When a new case enters our inbox it is triaged to determine who is the most qualified to handle it. As we want to find the best solution for every case we want the expert to handle it. If that means that the project manager or a developer from the team has the most knowledge, they get to respond to it. Sometimes it may be a collaborative effort from several of our employees. Usually the assigned employee responds to the case and is able to solve it, if not by the first reply, but sometimes it may be trickier. In some cases we might need to involve a third party if they were the ones providing the original system or part of it. In either case, we are happy to help you through until the issue is resolved.
For us to provide the best help we usually need to know some basic things about your issue.
This might seem like a lot of work, but the more information you provide in your support request, the better help we will be able to provide you. It minimizes the chances of being misunderstood and maximizes the chance that your issue will be solved by the first reply.
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QBank is a DAM SaaS solution that makes your communication more connected and efficient. It's integrated with a lot of tools which makes it a flexible hub for all your digital assets.
QBNK Holding AB (publ) is the owner of QBank and is listed on Spotlight Stock Market in Stockholm, Sweden with stock symbol QBNK.