DAY-TO-DAY support

TO OPERATE EFFICIENTLY, AGENCIES NEED FAST RESPONSIVE SUPPORT; WE USE A MIX OF OLDFASHIONED PHONE SUPPORT AND OUR OWN APP TO SUPPORT AGENCY STAFF AT ALL LEVELS

FIRST POINT OF CONTACT

AGENCY WILL HAVE A LIST OF WEBGEN STAFF MOBILE NUMBERS TO CALL FOR ANY URGENT ISSUE; GENERAL REQUESTS FOR SERVICE CAN BE RAISED IN OUR “CUSTOMER SUPPORT” PORTAL ON OUR WEBSITE

GRAPHIC DESIGNERS

SUPPORTING DESIGNERS IS MOSTLY “A HOW TO”, OR “WHAT IS THE FASTEST WAY OF DOING A TASK” AND SINCE THE PLATFORM IS TOTALLY ONLINE, IT’S EASY FOR US TO SEE THE ISSUE AND ADVISE A SOLUTION

APPLICATIONS

WE PROVIDE PHONE SUPPORT FOR AGENCY INSTALLED APPS, BUT FOR END CUSTOMERS THEY MUST RAISE THE ISSUE IN “CUSTOMER SERVICE” APP AT THE AGENCY PORTAL, WHICH IS DIRECTED TO US TO RESOLVE

TECHNICAL

SYSTEM BUGS OR ONLINE ACCESS SUPPORT ISSUES HAVE THE HIGHEST PRIORITY AND ARE SWIFTLY ADDRESSED; THE SAME SUPPORT SYSTEM HOWEVER, IS USED TO GET A PROGRESS UPDATE ON A TECH PROJECT