Since inception, Pathway has been driven by the belief that a product is only as good as the support a customer receives. We always strive for excellence in both delivering a great product and making sure our technical support is able to help you when things go wrong. In short, your satisfaction is what we value most.
[column parallax_bg=”disabled” parallax_bg_inertia=”-0.2″ extended=”” extended_padding=”1″ background_color=”” background_image=”” background_repeat=”” background_position=”” background_size=”auto” background_attachment=”” vertical_padding_top=”0″ vertical_padding_bottom=”0″ more_link=”” more_text=”” class=”” title=”” title_type=”single” animation=”none” width=”1/1″ last=”true”]Key Facts About Pathway Customer Support Teams
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- ISO 9001:2015 certified
- Multiple locations to ensure complete coverage
- ITIL certified staff & service delivery follows the ITIL principles
- Detailed change and incident logging
- Dedicated quality assurance personnel
- Agent training programs
- Tier 1 – 3 support and SME agents
- SLA driven
Customer Satisfaction Survey
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96.80%
Overall satisfaction with their Helpdesk experience
98.79%
Overall satisfied with the Technician
72%
First call resolution
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100%
Satisfied with their Helpdesk experience
99%
Satisfied with the solution
64%
Tickets were closed in the first interaction
[/linkarea] [/column]As the leader in resilient business IT products and services in Canada, Pathway continues to grow while remaining committed to further improving your Helpdesk experience by: investing in infrastructure upgrades, introducing new monitoring and reporting tools, self serve and on-demand monitoring and additional agent training. What this means to you is even shorter wait times, less need to call in to the Helpdesk and a more efficient process leading to quicker resolutions when you do have to call in.
Have a comment or a Helpdesk experience you’d like to share? Email us marketing@pathcom.com or contact us.
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