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Escalating Requests

Overview

Let's be honest, support is hard and electronic communication doesn't make it any easier. If you ever find yourself in a situation where you need a little extra attention, we'd like to know.  If you're not happy with how a request was handled, we'd like to know.  Unhappy for some other reason, we'd like to know.  This article describes how you can get the help you need in those situations where we didn't meet your expectations or you just need a little extra love.

Enterprise-Level Support

Modern Retail offers enterprise-level support for those organizations that need more than our standard service level. With this premium support, you receive a Dedicated Account Manager who is here to help you with any problem, issue or question you may have. Even Enterprise Support Customers are always encouraged to submit a Support Request first, however, your dedicated account manager is here to take care of you and to ensure your needs are met in a timely manner.

Don't have a dedicated account manager and would like one?  Please submit a Support Request to inquire about options and pricing.

Create A New Request

Support Requests are assigned to an individual at Modern Retail who's responsible for either solving your request or passing you over to someone who can solve it.

We often hear from our clients this is contrary to how they expected support to work. They oftentimes believe there's a single person reading every reply from every client.  Unfortunately, this isn't possible given the number of messages going back and forth in a day, and instead, your messages are only going to the person assigned to your request.

Occasionally, a request will get assigned to a person who is unexpectedly out for the day or can't reply to your ticket.  The Support Group does a pretty good job of taking back these requests and assigning them to someone else.  However, we're human and can occasionally miss a ticket in the myriad of requests.

Therefore, we ask you to create a new Support Request referencing the ticket where your needs are not being met.  This will ensure "fresh eyes" see it and your request gets escalated appropriately.

Human nature often kicks in, and you'll want to call the person you know best. This may be someone in sales, a project manager or someone you've become friendly with in support.  Please resist this urge.  We have so many horror stories where clients have left an urgent message with someone personally only to get a late reply because they were on vacation. Please don't let this happen to you, and instead, use the Support Request system.  It works. Every message is there for all to see, which makes it much easier for us to keep on top of things for you.  Thank you.

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