TrustCloud Support response time in 2020: less than half an hour

As Spanish writer Albert Espinosa says: “Great things are made of small things. If you take care of the little things, you will make them big. If you take care of only the big ones, you will always be small”, and this is the fundamental value of the TrustCloud Support team: to take care of the details and to take care of their customers.

Average response time: less than one hour

For TrustCloud every day is a new opportunity to grow and face new challenges. Aware of the importance of protecting their clients in the face of any adversity, they have a support team in English and Spanish dedicated exclusively to solving all the setbacks that may arise on a daily basis. Thanks to an agile and effective support, the response time when a customer has contacted them during 2020 has been 30 minutes on average, and they have never exceeded 60 minutes. In addition, their support service is operational all day, from 8:00 a.m. to 10:00 p.m., and can be fully contracted 24/7 if the customer needs it.

Internal customer support process

Bilingualism

TrustCloud creates an action protocol for the resolution of its clients’ problems. To this end, it has a strategic plan based on universal support that, through the two main languages, English and Spanish, responds to the particular needs of each client anywhere in the world.

SLA

Any incident is notified to TrustCloud via email or through a ticketing system complying with the most demanding SLAs. Service Level Agreements help both parties – the service provider and its customer – to reach an agreement in terms of the quality level of the support service. This system is applied in aspects such as: response time, personnel assigned to the service, time availability, available documentation, etc. All this is formalized through a single written contract between TrustCloud and its customers.

Multiple support channels

TrustCloud ‘ response is always adapted to the customer’s needs. Generally, a resolution is developed by email. However, support is also offered by video call and even telephone. Incidents come from different parts of the world. Users from Europe, Latin America, United States, Canada and some Asian countries contact the TrustCloud support team to solve doubts about use, user registration and other types of issues.

Why ‘ TrustCloud

With years of experience in the sector, and for a remarkable value as an integral supplier of reference specialized in secure digital transactions, the big institutions bet for the quality work through TrustCloud treating each client as unique, adapting to their needs, achieving a work based on cooperation and effort. All this in less than 30 minutes in the case of the support service.

“They are proactive. They are very attentive to the customer and respond very quickly, and that gives us a lot of security. They take care of all the details and do not rest until the incident is solved as soon as possible. They make your problem their problem. ” – Juan Antonio B. Security Department. Large financial sector corporation”.