While Priava’s support team will continue to offer remote support online, via email and over the phone, the Help Centre will give users access to central hub of information that is easy to find and navigate and can be accessed as often as required – even outside of business hours. Priava’s Application & Customer Support Manager, Micheal Sanz, comments how the Help Centre will provide a better experience for their customers, “We are always striving to provide excellent customer service and a key principal of our global growth strategy is to always have local industry experience on the help desk – it’s critical to giving the best service, 100% of the time. Our support teams work with our customers and provide useful information not only about the software, but also best practice suggestions based on their first-hand experiences of working in the industry.” He continues, “While traditionally we have relied on a user manual, it was apparent that we needed more sophisticated resources to complement our phone and email support. The Help Centre is a significant improvement for our customers, because it is intuitive, with a powerful search feature that will help users to find the information that they need quickly and easily. Furthermore, it is accessible whenever they’re logged into Priava.”
The Help Centre will be released in phases, with the first phase including Knowledge Base. Micheal explains, “The Knowledge Base provides users with a library of more than 100 articles that cover all sorts of topics from how to use the system, through to more specific API documentation for developers. It’s easy to navigate and all of the articles include detailed yet easy-to-follow instructions with relevant pictures.” He continues, “We’ll be constantly adding more and more material to this library and will continue to update the existing articles as the system advances, so that users can rest assured that they always have access relevant support resources.”
In addition to the Knowledge Base, Priava is working to add live chat and a community forum to the Help Centre so that users can share their experiences and learn from one another. Micheal comments, “In future we will also be adding live chat functionality so that users can get answers to their questions on-the-go and we will also introduce a community forum where users can share tips/tricks and ask each other questions so that they can learn from their peers about how to get the most out of Priava.” He continues, “Our goal is to provide our users with a range of support options which will help them to resolve issues quickly so that they can continue working on managing their events and venue bookings. We recognise that people learn in different ways and similarly they like to receive support in different ways and we have designed our Help Centre to accommodate our users near and far and to equip them with the tools that they need. The Knowledge Base is the foundation for our Help Centre and we are excited to share it with our customers.”
The help icon is located at the top right-hand corner of the screen within Priava. From here, users can select to email support, their account manager or access the Help Centre.