Supporting you all day, every day

dotmailer extends support hours to improve service for clients and partners now spanning 150+ countries.

I am delighted to announce that from 8:00am British Summer Time (BST) +0100 UTC* today, Wednesday 1st October 2014, the dotmailer Support Team will be available 24 hours a day every day of the working week!

Our Support hours will be Monday 8:00am BST* through to Saturday 2:00am BST* non-stop.

After reviewing our call volumes we have also changed our shift patterns to enable more members of the Support Team to be available at our busy times, reducing wait times. Our experienced 2nd line staff will be taking the calls and dealing with them as usual.

Serious application issues will be escalated immediately to our on-call Systems Team. Any non-urgent issues that need to be escalated to other teams will be handed over and dealt with the following morning.

As more clients come on board from across the world, our peak times may change and we will continually monitor and adjust this to continue to provide an excellent service and response time.

I am sure our clients and partners from the USA and Australia in particular will welcome this and the team are excited and ready to go as we take this big step forward. Here’s hoping this milestone in dotmailer’s history will cheer our clients in the USA up this week and give them some good news following the Ryder Cup!

Thanks and look forward to speaking to you through the night!

The dotmailer Support Team

*Note this will change to GMT +0000 UTC on Sunday 26th October

 

Zero downtime means better customer experiences

At dotdigital, we release Engagement Cloud updates every two weeks on a Wednesday morning. These updates lay the groundwork for our major quarterly releases and bring smaller enhancements, the occasional fix for a problem, plus lots of…

How to create spooktacular Halloween emails

It is predicted that Halloween sales in the US will hit a new record, exceeding $10 billion in 2021. What a treat. Read on to learn some of our favorite Halloween email tips and tricks to bewitch…

How to win big with incredible 24/7 customer support

We often witness customer service landing at the bottom of the operational strategy and investment funnel. It might have been the right approach decades ago, but not anymore. Whether you are a B2B or B2C business, customer…