If you’ve ever tried to contact customer support for a product you owned, then you’re familiar with the aggravation that comes with having to speak to an automated answering service that redirects, or stay on hold for hours waiting to talk to an actual human being. HBS’s Customer Service Center does things a little bit differently.
Our service center is located in New York and operates 24 hours a day, seven days a week. We don’t believe a client who trusts us with their time and attendance management needs to speak to an uninformed operator. With our knowledgeable team, our clients can rest assured that they will be never be left waiting for a representative to call back, and that any questions or issues that they have will be addressed promptly.
In order to provide the highest level of ongoing support, our customer service center maintains a copy of each client’s system, in its production state, on our servers. This allows us to simulate an error a client is experiencing, and troubleshoot issues by seeing exactly what they are seeing. Our staff can then guide a client through the necessary steps to solve their specific problems. HBS has found this approach to be very successful in providing the highest level of service that our clients have become accustomed to.
Additionally, we recommend clients establish a VPN-type connection between our site and our client’s site to allow for remote support purposes. This will allow our support team to diagnose problems and resolve them on a timely basis.
Each client is assigned to a customer service team based on the complexity of their system’s installation, data collection technologies used, and the database platform. The team includes personnel with backgrounds in the areas of Development, Consulting, Technical Services and Customer Support. HBS has seen continued success through its team-based model, which allows us to foster a relationship of mutual cooperation, which results in a better understanding of the client’s business operations.