We’re making some exciting changes to enhance the way you access support, all as part of our Customer Hub strategy. While everything you rely on today remains the same, we’re upgrading the technology behind the scenes to create a more streamlined, connected, and efficient support experience.
What’s Changing?We’re bringing all your support options into one central location—the Customer Hub—to make it easier than ever to find the help you need.
These enhancements will enable:
✅ Simplified Access: A single, centralised platform to manage support enquiries and find self-service resources.
✅ Faster Resolutions: Smarter workflows that help our team assist you more efficiently.
✅ A Better Experience: Improved call quality and seamless knowledge access, ensuring you always get the right information at the right time.
Transitioning to New Platforms
As part of this transition, we are moving from:
- Zendesk to Salesforce for support case management
- Help Guides to ClickHelp for knowledge base and documentation
- Telephony to VoIPStudio for enhanced call handling
These changes are in line with our commitment to improving operational efficiency, providing better customer insights, and ensuring a scalable, future-ready support experience.
Why Are We Making These Changes?
We’re committed to continuously improving how we support you, and this update helps us:
🔹 Streamline Support Processes – Making it easier for you to log and track support requests.
🔹 Provide Smarter Self-Service – Equipping you with the right tools to find answers faster.
🔹 Enhance Learning & Training – Offering tailored guidance and resources aligned with your workflows.
What Do You Need to Do?
For now, nothing is likely to change until the 31st of March at the earliest, so you can continue using support as you do today. However, we want to ensure transparency around these changes, as they involve updates to our sub-processors. If you have any questions or concerns, please refer to our updated privacy policy or reach out to our support team.
Keep an eye on the Success Centre, where we’ll share updates and key milestones as we roll out these enhancements.
We’re excited to bring you a better, more connected support experience, and we’ll keep you informed every step of the way!
