At EMPIRE MD LLC, we consider client support to be more than a simple customer service operation. Because not only do we offer traditional technical support for software installations – we also seek to collaborate in understanding client needs and adding value through customer-tailored service packages and engagements. We partner with you in an ongoing manner to seek out the best use of our solutions across your business.
We are a 24/7 “follow-the-sun” support model; offering support in real time– whenever your business needs it the most. Clients can reach us anytime, on any day for live support. Our services team positions highly trained experts throughout all geographies so knowledgeable assistance is always available.
Key features of our client support services:
Client Advocate Program: To ensure that your experience with our products and our process exceeds your expectations, we appoint an EMPIRE MD LLC representative trained and briefed on your situation.
Annual Voice of the Customer Survey: We created this customer feedback program in order to more quickly develop useful solutions to common client requests – and some not so common ones. At key engagement points – such as implementation or at the closure of most support cases – we conduct surveys to drive action and investment to better serve clients and create better products. This formal dialogue keeps customers (and EMPIRE MD LLC) up-to-date on how to make the most of an Openlink solution.
Award-winning recognition for Customer Service: EMPIRE MD LLC client support services have enjoyed industry-wide recognition for their excellent work in servicing client relationships. Recent awards include the 2016 NorthFace Scoreboard Award for “Excellence in Customer Service and Support” and the 2017 Stevie Award recognizing the “Young Customer Service Professional of the Year.” Of course, most rewarding are the excellent reviews we receive from our clients.
