When we finish up a service request and close out the ticket, an automated email will go out to the main contact on the ticket. That email has always had a link to a customer satisfaction survey. While we love to get feedback on our services (especially considering that part of our team’s compensation is based on customer satisfaction), we weren’t getting the amount of responses we’d like – likely because the survey required a visit to another web site and required answering a few questions and it was a bit of a process.
Long story short, it was clunky and we knew we could do better. So we did.
Weston’s support portal is a great way to keep track of tickets you have open with us. If you’re our primary contact at a company, you can also see the status and updates of all open tickets for your company as well as view invoices and their status. You now have the ability to pay unpaid invoices online with direct bank transfer (ACH) or credit card.
While there shouldn’t be any visible changes to our Web site, you may notice a few changes if you try to contact us or log into our support portal from our Web site. We had been using a software product on our Web site that allowed you to log into our Web site and then you could click-through to our support portal seamlessly. However, that process didn’t always work as perfectly or as easily as we would have liked, making it so our valued clients couldn’t get the information they needed as quickly as we would have liked. So we’ve made a few changes.