Hanging with Hank: Exploring CE21’s Support Center

by | Apr 26, 2024 | Company News, Navigator, Technology, Uncategorized

Our CE21 Support Team are experts on the CE21 System, allowing you to focus on producing high-value content without worrying about end-user experience. In this episode, Hank the Emu interviews Kirk Bjorndahl, the CE21 Customer Support Team Leader, to discuss how the Support Team enhances the experience for you and your end-users.

Hank: Could you provide an overview of the support team’s role at CE21?

Kirk: Thanks for having me, Hank! CE21 offers comprehensive assistance to clients and end-users through our support team. Managing online content can be challenging for organizations, so we are here to alleviate that burden. Our support team provides training, troubleshooting, and ongoing support tailored to our clients’ specific needs.

Hank: Can you elaborate on your support team’s specific services to clients?

Kirk: Our client support services are comprehensive and designed to help clients make the most of the CE21 platform. We offer training sessions for clients and their staff, ensuring they are proficient in utilizing all the platform’s features. In addition to this, we provide access to CE21U, our training library that contains webinars and program recordings for continuous learning. Our FAQs library is another valuable resource that offers easily searchable written and video articles that address frequently asked questions. For personalized assistance, clients can contact us through our integrated ticketing system. Our client wiki concisely summarizes company settings, which ensures consistent and accurate service delivery.

Hank: How does your support team cater to the needs of end-users?

Kirk: Our dedicated support team strives to provide a seamless experience for end-users. They can easily find support through phone numbers in the catalog and the CE21 Viewer. Our team is well-equipped to assist with various issues, from account access problems to video playback concerns, certification inquiries, and general knowledge questions. We have implemented an integrated user support ticket system to streamline communication and help clients and end-users escalate issues and track resolutions. Additionally, we curate knowledge-based articles within the viewer and catalog, providing users quick access to relevant information.

Hank: How does your support team ensure timely and effective assistance?

Kirk: At the heart of our support philosophy lies timeliness and effectiveness. We believe in being responsive and efficient in addressing client and end-user queries. Our team undergoes rigorous training to stay up-to-date with the complexities of the CE21 platform, enabling them to provide swift resolutions to issues. In addition, our integrated ticketing system facilitates seamless communication and collaboration between clients, end-users, and our support team, ensuring no queries go unanswered or unresolved.

Hank: Thank you for providing valuable insights into CE21’s support operations. Your team plays a vital role in ensuring the success of your clients’ online content initiatives.

Kirk:  Our support team is dedicated to providing our clients and end-users with the necessary resources and assistance to excel in the digital landscape. We are always available to support and guide them throughout the entire journey.

Watch their conversation here: