The newly created CXT is, made up of industry specialists with a high level of knowledge on the company’s aBILLity product set. Working alongside Union Street’s existing first and second line support teams, the goal of the CXT is to ensure all partners enjoy the best possible experience when contacting Union Street's support department.
The CXT will primarily respond to "how to" requests from partners that may need pointers on using the aBILLity platform and other Union Street products. They will also advise on best practice and, where possible, suggest ways for increasing productivity and/or profitability.
In addition, the CXT will raise awareness and provide guidance on how to get the most from Union Street’s support portal. The recently upgraded support portal features an attractive new user interface, an extensive knowledge base with video tutorials and the facility to raise/monitor support tickets. Chat functionality has also been introduced to the support portal, making it easier than ever to communicate with Union Street’s support department.
Union Street’s Chief Operating Officer, José Fernandez, comments, “At Union Street we’re passionate about delivering great service and we always put our partners first in everything we do. This is crucial to ensuring our partners achieve the best possible results when using our software. We have introduced the customer experience team as part of our ongoing commitment to review, improve and exceed expectations in this critical area. The terrific feedback we’ve received from partners in response to these changes has been overwhelmingly positive.”