COVID-19 Notice - Snaile remains open for business as usual and we are working safely & remotely. Tier 1 customer support remains unaffected. So far, we are experiencing no production delays however that may change. Some provinces are not allowing installations at this time.
November 5, 2018 Toronto, ON – Snaile announces an exciting new partnership with AnswerNet Canada, who will take over Tier 1 customer support in order to service new and existing customers across the country. Support will be available 24 hours a day, 7 days a week in both French and English.
AnswerNet Canada operates call centres in Winnipeg and Toronto, with these two offices being part of a wider support network that includes 30 call centres and supports 15,000 customers across North America.
According to Jane McIver, Vice President of Customer Experience at Snaile, this exciting development will help Snaile to grow and meet new demands: “We were looking for a Canadian based call centre that could offer both fluent English and French phone, email and web support, but also one that is local to our offices so we could also be hands-on… We have grown past our own internal ability to provide great customer support any time, which is good for business but at the same time, requires a dedicated call centre with the right technology, experience and credibility to meet our quality demands. At Snaile the real job for us begins after installation and we are highly focused on after sales service, customer experience and support.”
Snaile is the only Canadian parcel locker company that provides businesses with access to a customer implementation specialist on-site, including unprecedented access to support services for the first few days after they go-live. By helping carriers and parcel recipients to familiarize themselves with lockers and typical usage scenarios, nothing is left to chance. Call centre support is typically initiated after Snaile turns on locker installation and completes its unique on-site, hands-on implementation program.
“We find having our staff on-site for the first few days is invaluable in helping adoption, forging good relationships and making the changeover process much smoother than it could ever be with the phone-only implementation procedures that some other locker companies provide,” said McIver.
In addition to Tier 1 support, Tier 2 support will escalate back to Snaile from AnswerNet through the integrated ticketing system. This will allow for efficient service dispatch or remote terminal call-in actions via the Internet.