Knowlagent offers a wide range of service and support options, all of which are geared towards ensuring your satisfaction and success. Our best-in-class service and support teams work with some of the largest organizations in the world to help them Spend Less and Get Better through the ongoing use and adoption of their Knowlagent solutions.

Technical Support

Knowlagent Technical Support is available Monday - Friday, 8:00 am - 8:00 pm ET, via the following methods:

Knowlagent customers will receive the following, as part of their subscription:

  • After hours, weekends, and holidays- pager support (P1 issues only)
  • 24/7 access to online portal with documentation and knowledge base
  • Toll free access available in US and Canada
  • System availability of 99.9%

 

Priority Definition Response Time ( business hours ) Response Time ( After hours, weekends, holidays ) Permanent Resolution
P1
  • Defect causing software to be unusable or inoperable
  • Major function unavailable w/ no workaround
  • We require voice contact for P1 issues
 w/in 1 business hour of receiving 4 hours 15 business days
P2
  • Major function is unavailable but acceptable workaround/bypass is available
 w/in 4 business hours of receiving N/A Next Release
P3
  • Defect causing a minor function to be disabled
  • Defect is not time critical
  • Minimal impact on user community
 w/in 4 business hours of receiving N/A Future Release

Reporting and Tracking Cases
Reporting and tracking the status of issues (cases) is easy when using the Knowlagent Customer Portal. We encourage our customers to log new cases, add comments and attachments to existing cases, view recent activity, and check the status of cases via the portal.

Customers can request access to the portal by sending an email to support@knowlagent.com.

Customer Relationship Managers

Every Knowlagent customer is assigned a Customer Relationship Manager (CRM). Beginning with the implementation process, the CRM is the primary interface between the Knowlagent Customer Services teams and our customers. Their focus is ensuring a high level of customer satisfaction, exceptional and consistent level of service, and successful adoption across the Knowlagent call center talent management solutions.

The CRM personalizes a customer’s total experience with Knowlagent solutions by working closely with the customer to anticipate needs, secure resources, and quickly resolve issues. Through this continuous interaction, Knowlagent CRMs assist customers in quickly achieving their business goals and objectives.

The Customer Relationship Manager provides added value to our customers by:

  • Serving as a personal customer advocate and advisor
  • Increasing the utilization of Knowlagent solutions, leading to faster time to value
  • Facilitating customer adoption and goal attainment
  • Serving as a consistent point of contact and escalation
  • Fielding requests for additional services, such as training, technical services, strategic consulting and special requests
  • Improving access to, and adoption of, best practices
  • Communicating information about new offerings, programs, and initiatives
  • Increasing solution ROI and customer success