What if we cannot resolve the issue in live chat? In that case, we open a Support ticket for you so that our support engineers can provide you with additional assistance. More volume does NOT equal more wait time!! As our volume of chats has increased, we have been able to improve our response time. What’s more is even as our conversations increase month-on-month, our response times stay the same or even improve and this demonstrates how this offering has revolutionized the customer experience and continues to drive value for our customers. Whether it’s a small and simple, or a larger and more complex issue, we handle some of the most complex questions on a daily basis, including: API troubleshooting, triaging cloud integrations, user session tagging, and more – we do all of this and provide you with a resolution in less than two hours. Which leads us to our second point: Customers prefer in-product assistance experienceĭynatrace ONE has successfully handled more than 35,000 conversations via live chat, with initial response times of two minutes and average resolution time under two hours. We also have Customer Success Managers working alongside our specialists to ensure all Dynatrace customers receive the best experience, so if we don’t have the answer you need immediately at hand, we know we can call on our support teams across the room to give you what you need. Whether you’re new to Dynatrace, with a simple question, need more details around a new feature, or are in the middle of a war room, with a single click, you can connect with one of our experts who can give you the help you need. We’ve got Dynatrace ONE Technical Product Specialists available Monday through Friday to assist you on a broad range of topics. You might be thinking to yourself, “Live chat, who cares? I can just open up a ticket when I have an issue.” There are several reasons why our real-time, in-product assistance should be your first point of contact with Dynatrace, whenever you have a product question, and here’s why: Dynatrace in-product assistance offers expert guidance resulting in the fastest time to value I wanted to take the time to call out and accentuate the true value of Dynatrace’s in-product assistance (aka “live chat”) and the Dynatrace ONE team of product experts behind it! Why live chat? Innovative in-product assistance and Dynatrace ONE premium subscription offerings have redefined the Dynatrace customer experience.ĭynatrace ONE has redefined the Dynatrace customer experience through our innovative in-product assistance and Dynatrace ONE premium subscription offerings.
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