Customer Support
By maintaining a greater than 99% service level response, Plateau CSO delivers timely and efficient support to all customer inquiries.
Services

Superior Customer Support

Plateau’s Customer Support Organization (CSO) upholds the highest level of quality assistance. CSO provides 24x7 live, e-mail, and online self-service support as well as optional complete Tier 1 and Tier 2 Help Desk outsourcing for Plateau products. CSO anaylsts maintain extensive customer specific records on all implementation projects including custom integrations. By maintaining a greater than 99% service level response, Plateau CSO delivers timely and efficient support to all customer inquiries . Global enterprise customers rate Plateau the leader in customer satisfaction. According to the Bersin & Associates’ 2007 Customer Satisfaction Study, Plateau:

  • Plateau rated the overall global enterprise satisfaction leader
  • Plateau was the leader or co-leader in 14 of 20 customer satisfaction measures
  • Plateau was the overall leader in customer service and product / technical support

Tailored to Your Needs

Immediately upon contacting Plateau Customer Support, the team has documentation about the client's specific implementation on hand - including any custom integration. This knowledge, coupled with Customer Support Analysts' thorough understanding of Plateau's products, enables them to provide prompt assistance and answers.

Self-Service Resources

Self-services resources enables quick access to the tools that customers need via Plateau eSupport, a 24-hour web support center. With eSupport, customers can query Plateau Knowledge Base, have access to the Learning Landscape pages and the Content Integration Guide. Customers can also initiate an online chat session, check on the status of submitted inquiries, update customer profile, monthly Plateau newsletters, product simulations and access to downloadable documentation and software.

Additionally, Customer Support publishes Outreach, a monthly e-newsletter, as well as regular technical bulletins, to keep clients updated on the latest information about Plateau products.

Help Desk Outsourcing

Help Desk outsourcing provides expert resources, available by phone, to assist administrators and end users with basic and complex software and/or hardware questions. CSO’s team of analysts maintain a comprehensive database with documented resolutions and answers to frequently asked questions to help provide quick turnaround on customer inquiries.

Live Support

Plateau is available to provide assistance whenever you need it. Please contact a Plateau Customer Support Analyst for full details.

Phone:

888-898-8207
703-292-0200

Fax: 703-292-0299

Email: support@plateau.com