Lacklustre response (if any)
Many vendors use 'task bots' that automatically respond to visitors with an expected human response time - which can be hours or days apart.
We know that generic replies, slow resolution times and absent 1:1 support hamper the success and efficiency of your day-to-day operations. That's why usecure offers a better approach to customer support - with responsive, specialist and success-driven help available for when you need it.
Enterprise vendors often incorporate slow SLA escalation procedures, making it painful to have
your support ticket heard, responded to and resolved quickly.
Many vendors use 'task bots' that automatically respond to visitors with an expected human response time - which can be hours or days apart.
Service-Level Agreements (SLAs) often outline slow escalation procedures, sometimes up to a 5 business day wait for a simple incident response.
When you do get a response, it can often be a scripted answer or robotic Q&A that pays limited relevance or help toward your actual query.
With an avg. response time of under two minutes during core hours, you'll get quick answers with our in-app live chat.
Log support issues with ease and experience short resolution periods with our quick escalation process.
Speak with usecure product specialists who can help understand your unique query, rather than scripted Q&As.
Become a usecure pro with an extensive library of knowledge base resources, how-tos and best practice articles.
The usecure team's live chat response time, recorded during core office hours.
Our idea of support is to help you get up and running, give you the tools to succeed and be readily available for any questions along the way. Here's how we do that:
Typing out a detailed question through live chat software, only to be met with a generic answer 48hrs later that isn't relevant (at all) - sound familiar?
Well, usecure's in-app live chat is operated by product specialists with an in-office response time that averages less than two minutes.
When it comes to implementation, configuration and onboarding, we've designed the usecure platform to be as simple and easy-to-use as possible.
That being said, all of our partners are assigned a dedicated Success Manager to help with any issues on a 1:1 basis while ensuring success from day one.
Your experience of usecure should stay as pain-free and efficient as possible, which means a 2-5 day response time for service incidents doesn't cut it.
usecure's Escalation Procedure aims to half these response and resolution times, keeping downtime at a minimum and operations at a maximum.
Understanding how the platform works, as well as general best practice, will help your business and end-users get the most out of usecure.
You'll have access to an extensive Help Centre & Knowledge Base, with a library of feature overviews, how-tos, FAQs and best practice articles.
Finding your way around features and settings can be a difficult task when using new software, let alone trying to understand, configure and use them.
usecure's Product Tours help guide you on where to find key features, along with regular in-app and email notifications to keep you updated.
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"The knowledgebase materials have been incredibly useful. It also helps that the support team are there if further help is needed - Keep it up!"
"We've had past vendors where SLAs resulted in us chasing high priority support tickets for days. usecure have been fantastic in responding and resolving issues quickly."
"The response time and general standard of support have been great. Friendly team who are easily reached when needed."
Access helpful articles, including how-tos, feature overviews and FAQs.
Learn how usecure drives security awareness with a library of short, on-demand demos.
