S-NET Support is now powered by robust multi-flow cloud contact center software.

If you contacted S-NET Customer Support lately, you may have noticed subtle hints that we are upgrading our systems. S-NET Customer Support is now fully transitioned to using a multi-flow cloud contact center solution, powered by robust AI technology. This new service enables our team to respond to customer questions arriving from numerous channels using a single, user-friendly interface.

What does this change mean for our clients?

On the front end, you may not notice much. You will still be able to contact S-NET Customer Support through your preferred communication channel, whether that’s by phone, chat or email. And you will now be able to submit support tickets through text (SMS) messages from S-NET Connect or your cell phone.

But on the back end, this new multi-flow contact center solution brings significant upgrades to how our team will manage customer interactions, enabling us to provide you with better, faster, more attentive support.

• With a unified interface for all customer communication channels, our team can now work faster and more efficiently as they manage all interactions they had with a client on a single account record. This enables our team to easily review a client’s support history in one place and speed up troubleshooting.
• With a multi-flow platform and customizable capacity limits set and enforced automatically for each rep on our team, managing our staff’s workload is easier than ever. This ensures that each of our techs has the necessary bandwidth to provide you with the attentive support you deserve.
• In this omnichannel setting, our Support reps are no longer limited to answering questions through one channel only. Each tech can now serve as backup for all other customer communication flows when the volume of calls, chat conversations or emails increases unexpectedly.
• With its advanced monitoring tools, including call recordings, chat transcripts, emails and even recordings of a tech’s screen, quality assurance is simplified, so our managers can ensure that you receive the highest quality support every time.

How can you contact Support?

You can continue contacting Customer Support though the same channels you have used in the past, whether you prefer to call (866) 404-7638, Option 1, email [email protected], or start a chat conversation on www.snetconnect.com. You now also have the option to text us at (866) 404-7638.

If you prefer starting a chat conversation when you need help, please ensure that your browser cache is cleared by refreshing your browser window, deep refreshing with Ctrl+Shift+R or trying a different browser altogether. This will ensure that you can see the most up to date chat window on our website.

Are there going to be more changes?

This new multi-flow cloud contact center solution and its powerful automations and artificial intelligence (AI) offers exciting opportunities for turning customer service teams into well-oiled machines and providing quicker, higher quality support to each client. In the coming weeks, you can expect to see our Support systems evolve as we start taking full advantage of these technologies. From adding additional communication channels to our ecosystem to forms and skills-based routing that allows each client to speak to the agent best suited to answer their questions, we will be expanding our use of this omnichannel platform.

Is this service going to be available to our customers?

Yes! We are looking to expand our portfolio of cloud-based communications services with a robust multi-flow contact center platform. But to ensure that we always provide you with best-in-class technology, we are subjecting this contact center service to thorough testing first. Stay tuned for what we believe will be an exciting announcement!