Hello,
I am excited to announce a new customer service approach that we're rolling out today. It's designed to best support our fast-growing customer base, and as we get bigger, we want to ensure that everyone has access to the support they need.
So we have added a new function on our team, which encompasses both support and education. This function will help you and your users get the most out of [platform].
What does this mean for you?
Leverage [support information]as you always have in the past. There's no need to worry about who your customer success manager was or is, as we will have more resources to help you in this new model.
Staff working in this new function will triage your inquiry, assist with technical questions, and help with importing, general adoption, education, contract terms, and so on.
While we will strive to address your topic as quickly as possible, we will ask for a 24-hour turnaround time for training-related inquiries.
This team also will send out proactive emails to alert you on new features, education pieces, webinars, office hours, and more.
If you have any questions, please don't hesitate to reach out to me.