TIPs for an amazing support experience.
At LDTelecom, our commitment is to provide you with the best support experience possible. While our trained support employees are dedicated to assisting you, there are a few essential details we need your help with. Below, we have outlined some tips and guidelines to help you understand how our support operates and how you can actively contribute to receiving exceptional service.
- Verify and Update Your Profile:
Taking a moment to review and maintain your profile information can significantly enhance our ability to assist you promptly. By providing your phone number, we can contact you directly when necessary, avoiding any potential delays in support. In certain situations, we may choose to call you instead of updating a case and waiting for your response.
- Provide Clear and Specific Case Details:
To ensure effective handling and prioritization of cases, it is crucial for our staff to understand the nature of your report from the outset. When submitting a case, please provide as much detail as possible, including a clear description of the issue you are experiencing and, if applicable, the expected behavior. This level of specificity enables our support team to address your concerns more efficiently.
- Include Time Zone Information (Default: Miami, FL):
When sharing images, logs, or any content containing time or date references, please include the relevant time zone information. If no time zone is provided, we will consider it to be in our default time zone, which is Miami, FL. LDTelecom supports customers from different time zones, and our support teams operate across various locations as well. Including the time zone from which the image or log was taken helps us avoid confusion and unnecessary back-and-forth exchanges, ensuring a smoother support process.
- Adherence to Service Level Agreements (SLAs):
Our support team diligently follows the Service Level Agreements (SLAs) for all cases. These SLAs not only guide our support agents on how to proceed but also specify the expected timeframes for each action. Our team strives to fulfill the SLAs and provide timely updates to our customers. In some cases, when escalation to a third-party or external company is necessary, our abilities may be limited. However, we will continue to update the cases and make every effort to adhere to the SLA. During such situations, updates may be brief or repetitive, indicating that the case has been escalated and we are awaiting further updates.
- Maintain Neutrality and Realism in Case Reporting:
When reporting a case, it is important to remain neutral and realistic in your assessment. If a case is not critical or service-affecting, there is no need to present it as such to our support team. Once we receive the case, our analysts will assess its severity and, if necessary, update it accordingly. By providing an accurate evaluation of the situation, we can allocate appropriate resources and address your concerns effectively.
- Escalation Process:
If, at any point, you feel that your case has not been handled in the manner you expected, you have the option to escalate it to the next level. Simply send an email expressing your concern to the appropriate escalation contact listed in our Escalation List. We value your feedback and are committed to resolving any issues to your satisfaction.
- Show Your Appreciation through Surveys:
Instead of replying directly to our support team with a "Thank you" note, we kindly request that you take a moment to complete our survey. Your feedback is crucial to our continuous improvement efforts. By using the survey at the end of each case, you can express your appreciation or provide constructive feedback. This approach ensures that your case remains closed and prevents unnecessary reopening and additional steps for our support team. Your positive feedback encourages our agents, and we also value the opportunity to learn from any shortcomings.
We hope these tips help you have an outstanding support experience with LDTelecom. Our goal is to provide you with exceptional service and ensure your satisfaction. Thank you for being a valued customer!