{"id":5820,"date":"2020-07-09T16:59:49","date_gmt":"2020-07-09T15:59:49","guid":{"rendered":"https:\/\/cybersmart.com\/?p=5820"},"modified":"2020-11-05T15:38:00","modified_gmt":"2020-11-05T15:38:00","slug":"customer-queries-cybersmart","status":"publish","type":"post","link":"https:\/\/cybersmart.com\/blog\/customer-queries-cybersmart\/","title":{"rendered":"The journey of a customer query at CyberSmart"},"content":{"rendered":"
Inside the CyberSmart customer support experience with Francis Kontor, our Technical Support Lead.<\/em><\/p>\n
One of the things we are most proud of at CyberSmart is the feedback we get from our customers about the personal support we offer them. We work hard at it because we know how important it is for our clients. We are working with small businesses, some with only a few employees and no real IT staff or expertise.<\/p>\n
Francis Kontor, Technical Support Lead<\/p><\/div>\n
The world of cybersecurity can look daunting from the outside and our job is to make the process of protection as easy and understandable as possible. We do this in a few ways.<\/p>\n
We get all kinds of requests from our customers and over time we’ve had to expand the skillsets we use to respond to them. That has meant creating both a general customer support team and a more technical one for product-specific queries. During the course of my career, I have noticed the misconception end users have in regards to what technical supports role is within an organisation and what customer support role is and if they are the same.<\/p>\n
Of course, from a customer experience perspective, these appear as one and the same. After all, customers don\u2019t mind who they speak to about their issue, they just want it resolved as quickly as possible so they can move on with their day.<\/p>\n
In this article, we give a bit of a behind the scenes look at how we process customer queries at CyberSmart so we can make sure the right expert is addressing the right questions as quickly as possible.<\/p>\n
Customer Support vs Technical Support<\/strong><\/h3>\n
Our customer support is split into two main areas: Customer Success and Technical Support.<\/p>\n