Using OnPage to Deliver Exceptional Customer Support

The OnPage Customer Support team consists of knowledgeable, friendly technicians that offer 24/7 assistance. Support recognizes the importance of client relationships and always aims to achieve maximum customer satisfaction.

The OnPage incident management system is at the center of Support’s quality service delivery. OnPage triggers instant, critical mobile alerts to technicians whenever customer-initiated tickets are created. OnPage ensures that support representatives address and manage high-priority tickets every time.

This post discusses how Support uses OnPage to reduce ticket resolution time and enhance workload management. 

The Challenge

Prior to using its own OnPage system, Support used email to receive customer support requests. Email complicated the support process, and it prevented the team’s workload from being evenly distributed. 

The team required an automated, intelligent alerting system to streamline operations and provide exceptional customer support. 

The Solution

Support now leverages OnPage to provide immediate, reliable client servicing. OnPage automatically triggers alerts when support tickets are created via Jira Service Desk, email and/or voicemail.

OnPage’s cutting-edge technology consists of:

• Digital on-call schedules
• Persistent, high-priority mobile alerts
• Post-incident and failover reports
• Real-time message statuses
• Alert escalations

How Customer Support Uses OnPage

Following ticket generation, Support receives OnPage “ALERT-UNTIL-READ,” eight-hour alerts on mobile. High-priority notifications bypass the silent switch on all devices to ensure Support never misses a critical alert.

Once the alert is received, the on-call technician manages, resolves and closes the ticket. OnPage post-incident reports are then generated to provide insight into the technician’s response time and incident management performance.

If the first technician is unavailable, OnPage escalates the alert to the second technician in line. This ensures that support requests are always addressed. Following ticket resolution, post-incident reports are generated.

If the alert is sent to the escalation group and does not reach an on-call technician, management will receive a failover report consisting of message tracking information for the failed escalation. Post-incident, downloadable reports are available at the end of this sequence.

At times, the Support team receives sales-based queries from current and potential customers. In this case, Support will use the OnPage app to forward the alert to Sales. The alert will escalate across the Sales team until it is addressed and answered. If not managed, the Sales Manager will receive a failover report. Post-incident reports and audit trails are also generated.

Using OnPage for After-Hours Customer Support

As mentioned, OnPage Support is available 24/7 and assures immediate response to time-sensitive customer issues. Support is always logged in to the OnPage system regardless of the time or day.

Technicians are placed in the OnPage system’s digital, on-call scheduler to achieve an even distribution of after-hours work. Fair distribution of work helps technicians overcome burnout and fatigue during early and late-night hours.

Technicians leverage the OnPage app to securely communicate with one another during after hours. Support team collaboration ensures that customer-initiated tickets are managed properly.

Key Takeaway

OnPage’s incident management system has further solidified Customer Support’s exceptional service. Paul Ware, OnPage’s technical support manager, states that, “The OnPage system allows our team to quickly get back to the customer. This builds customer trust and ensures clients continue to rely on OnPage Support for all their critical needs.”

Want to learn more? Download the full case study today.