How Zephyr is improving customer service
There have been great changes taking place at Zephyr Associates relating to our customer service. Over the last couple of years based on Zephyr’s “Voice of the Customer” feedback, we have been striving to create the best customer service experience possible. Take a look below at the exciting new things happening at Zephyr.
- Zephyr has doubled its Client Support from three to seven representatives. This means faster response times for you!
- The Zephyr Client Support department has been divided into two teams – Technical Support and Product Support. This allows our Client Support representatives to focus in specific areas of our products. Technical Support handles inquiries related to installation, data updates, application errors, licensing issues, etc. Product Support handles inquiries related to usage of Zephyr products (StyleADVISOR, AllocationADVISOR, Zephyr AutomationPACKAGE, Zephyr OnDEMAND), industry related statistics and concepts, etc.
- Zephyr improved call handling to help you get where you want to go faster. We have eliminated the process of going through Zephyr’s main reception and given our clients direct access to Client Support. When you dial our main line at (800) 789-5323 or (775) 588-0654, you can now hit “1” for Technical Support or “2” for Product Support to be immediately routed to the best support team for your support question or issue.
While we would love to provide live support every time you call, we realize this does not always happen. We make it our highest priority to return all calls as promptly as possible. If you have an urgent matter, just let our receptionist know and they will make sure the next available person gets back to you. If you prefer, you can always e-mail us at email@example.com. If you know ahead of time when you’re going to need assistance such as with an installation, a project, etc., just shoot us an e-mail and we’re happy to schedule a time with you.
- Zephyr Client Support now operates three hours earlier. Hours are now 5:00 AM – 5:00 PM Pacific Time, Monday through Friday. This is to better accommodate our East Coast and International clients.
- Zephyr has doubled our Consulting staff from two to four. This has allowed us to assign a Senior Consultant to each of our accounts. If you need training, project assistance, the addition of users or data subscriptions, your Senior Consultant is who you want to speak to. If you’re not sure who your Senior Consultant is, please call Zephyr’s main office at (800) 789-5323 or (775) 588-0654.
- Zephyr now has offices in New York and London bringing us closer to our clients.
New York: (212) 574-5881
London: +44 (207) 516 6117
With all the great improvements to Zephyr customer service, we still have our staples. All Zephyr support and training including live online trainings, regional trainings, our annual client conference, and Zephyr OnTOUR (a miniature version of our annual conference that visits a number of major cities) is 100% FREE.
The intention of all of our customer service changes is to make our clients’ lives that much easier when it comes to using the lineup of Zephyr products in their day to day operations. Zephyr is constantly thinking about how we can create an awesome experience for you so if you have any suggestions, please do not hesitate to contact our Senior Manager of Client Support, Melissa Bisera via phone at (775) 589-7424 or firstname.lastname@example.org.
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