Getting customers to the answers they need is a top priority at Intrado SchoolMessenger. That’s why we are improving our phone system to make that a reality. And while we had a lot to be proud of in 2019, we understand that some customers experienced unprecedented customer service delays when seeking support in recent months. In light of this, we’ve further augmented staffing and introduced several tangible service improvements that customers will experience firsthand.
When you call in for support you will reach a live person more quickly. But when call volumes are high, you’ll soon have an option to hold or choose our new call back feature. Those utilizing the call back feature will be placed in a queue based on their place in line and will receive a call back when a customer support tech is readily available to help them.
Additionally, there will be a prompt for you to select whether you are calling about a new or existing issue. This selection will more quickly get you to the right resource who can expedite your resolution. Look for these improvements in the coming weeks.
These staffing augmentations and phone system changes are in addition to new routing and escalation improvements put in place for chat and email support, giving you more ways to quickly get the help you need.
As a reminder, we are here to support our customers through any contact method they choose. Customers may call us at 800-920-3897 (option 2), email us at support@schoolmessenger.com, or reach out to us through chat at resourcecentral.schoolmessenger.com.
As always, we want to acknowledge our appreciation for you, our customer. We’re really excited for the coming year and look forward to partnering with you for success in 2020 and beyond.
Thanks,
Customer Engagement team
Intrado | SchoolMessenger