Customer Support
Key Benefits
- Centralized. Single point of contact for all incoming customer inquiries, issues, and requests. Our customer support group is also co-located with engineering at Plateau HQ in Arlington, VA.
- Experienced. Highly trained representatives with industry lead tenure.
- Accessible. Multiple contact methods are available, including phone, email, chat. and online support.
- Comprehensive. Help desk support is available for multiple scenarios.
Plateau’s Customer Support Organization (CSO) upholds the highest level of quality assistance. Through 24x7 live assistance, e-mail support, and online self-service support, CSO analysts are able to consistently and expertly provide you with quality support. CSO maintains greater than 99% service level response, translates to timely and efficient support for all of your inquiries.
- Service Level Objective conformance of 99.77%
- Response time satisfaction of 95%
- Analyst Professionalism satisfaction of 96%
- Follow-up and communication satisfaction of 92%
- Overall customer service performance satisfaction of 89%
"Our partnership with Plateau is one of our more solid relationships. The service organization has always stepped up. Plateau has been fantastic at supporting us."
- Yahoo!
Tier 1 End User Support
Tier 1 End User Support service provides a cost-effective opportunity to outsource end-user help desk support. This frees your organization from fielding end-user talent management application queries, reducing costs while being certain the accurate information is being provided in a timely manner.
Plateau’s Tier 1 End User Support service is available in two flexible options:
- Standard Tier 1 Support
- Premium Tier 1 Support
Self-Services 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 have the ability to:
- Submit incidents
- Chat with Customer Support Representatives during office hours
- View and search the Plateau Knowledge Base
- Track incidents in real-time
- View Plateau news
- View Product release history and download related documentation
- View and download Plateau Newsletters
- View and download Technical, Releae, and Obsolescence bulletins
- Access Plateau's Content Integration Site
- View simulations of common administrative tasks
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
Email: help@plateau.com
