Customer support can make or break your experience with a product and business. That might not mean a lot if you’re trying to refund a T-shirt or place an order for a burger. But for a piece of technology you tinker with regularly and use for many years, buying in to great customer service is hugely important.
From the get go (some ten years ago!), Digistorm has made customer service a top priority. In the beginning, this just meant forming great relationships with our clients; listening carefully and tailoring our products based on the needs of our community. These days, our customer service has evolved into something more detailed and all-encompassing. From thoughtful self-paced training opportunities to learning webinars and community events, there’s no limit to the way we support our customers.
Digistorm schools have numerous ways they can reach out to us, whether that’s to chat through an idea, solve a problem or discuss the best way to use a feature.
For the quickest response, clients have access to our built-in messenger function that’s found within our Digistorm Support Hub, as well as in our Funnel platform and App CMS. This makes it super easy to solve problems right there when you’re having them.
For less pressing support requests, it’s also possible to grab us via our dedicated support email, which automates a support request directly to our team. We also keep our phone lines open, but we do find most support requests are handled best in a digital way, as it enables things like the sharing of screenshots.
Despite multiple ways to reach us, we always suggest choosing just one and having a single conversation per support request. This ensures our team has all the information needed in one place and speeds up our resolution times. Existing and past conversations can easily be viewed in the messenger, and conversation records are also sent via email.
As your support team is based here in Australia, they’re easy to reach when you need them the most. Our hours of contact are Monday – Friday: 08:30 – 17:00 AEST. In most of the hours when our Aussie team are catching some much-needed rest, you’ll have access to our USA team for anything super urgent.
With ten years in business, most questions we get have been asked before. That’s why we’ve built our Support Hub, which is a compilation of articles that answer common questions and troubleshoot typical user issues. Available 24/7 as an instant way to resolve problems, the Support Hub has grown into a much-loved platform that our clients turn to regularly for instant, easy to follow instructions. With over 500 articles available with an easy search, there’s not much we haven’t covered here.
We know that getting the hang of new technology can be a journey, so we’ve created Digistorm University to make it as smooth as possible. Here, you’ll find a series of videos, quizzes and learning opportunities that allow you to get to know our products in your own time, at your own pace. The modules are great for getting started with our products, but they are also helpful for clients who’ve been using our products for years and want to take things up a notch. This can mean mastering new features that make your workday smoother and save you time (hello, Funnel automations!). It’s like having a personal tutor available whenever you need it.
The wider Digistorm team is here to ensure you succeed every step of the way, but you also have dedicated points of contact. This means you can build relationships with specific team members and always talk to someone who knows you and your school’s needs. No more repeating yourself or multiple follow-ups! For urgent issues, troubleshooting, minor configuration changes, or how-to questions, you have our friendly Support Team on standby. For larger configuration changes (like new integrations) or training sessions, your go-to person is your Customer Success Manager.
We love connecting with our clients, and our Digistorm events held across Australia are a great way to do just that. These events are a fantastic opportunity to network, learn from us and other schools and share your own experiences. Clients who attend these tend to come back year after year, often reporting them as one of their favourite workdays on the calendar. Can’t make it in person? No worries! We also host online webinars so you can join in from anywhere. Both our webinars and events tap into multiple sources of wisdom, so you won’t just hear from us, you’ll hear from other industry leaders as well as other schools. We also attend various trade and industry events, so there’s always a chance to meet up and say hello.
Our extensive library of webinar recordings is available to our clients to help you get the most out of our products and services. As a Digistorm client, you have unlimited access to our learning resources, including recordings of our live webinars, as well as any guides we curate throughout the year. Our Insights blog is packed with advice and inspiration, and we also send out a regular newsletter that's tailored to the times and challenges we know our schools are facing.