20th January 2017
Satcom Global is delighted to announce a number of changes to our customer support function, as we strive forward in our commitment to offering a world class customer experience.
New 24/7 UK technical support team
In order to provide the best possible customer service to our valued customers around the world, Satcom Global is delighted to announce that on 31st December 2016, we launched a new 24/7 technical support team operating out of our North Shields HQ. We listened to our customer's feedback and invested our resources in building a larger, stronger and more knowledgeable team of customer support experts based solely in the UK to meet their requirements.
As Head of Technical Support, Helen Blake, will lead new the team of experienced and expert technical staff who share the Satcom Global passion for quality customer service, in providing our customers with world class customer support around the clock.
Halo online support portal
We are also delighted to announce the launch of Satcom Global Halo: a brand new online customer support centre enabling our knowledgeable staff to provide total technical and business operations support on a 24/7/365 basis. Now our customers around the globe can simply log-in to Halo to register problems and issues when they require technical information or assistance in addition to emailing or calling the new team.
The addition of Satcom Global Halo to our value added services portfolio provides our customers with access to whole host of support features to enhance customer experience at any time of day or night.
Firstly, the dedicated customer support centre for all satellite communications technical support needs, will allow customers to check the status of their query at any time until the matter is resolved. In addition, the Satcom Global Knowledgebase will also be hosted on Halo, offering access to a wide range of technical documents and manuals for our portfolio of satellite communications services and terminals. Furthermore, to keep customers up to date on the latest technical updates and product information, the dedicated news section on Halo will offer notifications on firmware advisories and service outages
Halo will also enhance customer support from Satcom Global by assisting the technical support team in a number of ways:
- Enabling the team to electronically manage and prioritise tickets efficiently
- Ensure each issue is dealt with as swiftly as possible
- Efficiently track, prioritise and manage tickets
- Resolve serious issues more quickly once they are flagged
- Provide more proactive and personalised support thanks to the intelligent ticket categorisation
- Offer quicker and more informed support advice
- Analyse trends and access support history enabling the identification of reoccurring issues
Changes to our customer support email
As part of our commitment to improving customer support, Satcom Global Service Desk is now known as Satcom Global Technical Support. Please update your address book with the new email address below. We want to ensure that moving forward our customers are as clear as possible on how they can access support and which team is best placed to help them. See below for our support team summary and how to access Halo, for all support needs.
Satcom Global Technical Support
Satcom Global Airtime Customer Services
Satcom Global Halo
Of course, any customer support query can be logged via Satcom Global Halo, which is accessed by this web address: http://support.satcomglobal.com/
If you would like to talk to our team about the new system or enjoy a demonstration, please contact Technical Support or click here for more info on Satcom Global Support Services.
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