Grupo NGN’s motto is “Let Your Imagination Be Your Only Limitation” and our true omnichannel CCaaS solution NGNCloudComm allows our customers to do just that out of the box. Along with the best products in the industry we back it up with the best technical support as well. From hundreds customer service survey responses, Grupo NGN received 91% five star replies, 8.6% four star replies and just one three star reply.
Our service level agreement is to reply to every ticket within 1 business day, but for the last 3 years running our actual response time has been just above 2 hours for non critical issues. Because our environment setup is multi-instance rather than multi-tenant, the vast majority of our customers have never experienced any down time due to system issues. Each customer’s platform is isolated and separate from all other customers providing the highest level of security and data integrity. If one customer experiences an system issue, no other customers are affected.
“Grupo NGN is familiar with our team and always quick to respond. The support team is knowledgeable of their products and always friendly to work with.“
“Members of the Grupo NGN support team were really helpful. They patiently showed me how to setup a task that our team had been struggling to figure out. Thank you!”
“My expectations are high and Grupo NGN always delivers. Thanks for everything.“
Upon closing a support ticket, we provide each customer a survey to rate the following:
Knowledge of
Technician
Completeness of
the Resolution
Overall
Experience
Speed of
First Response
- 11.5%
Time to
Completion
Note that most of our support tickets are not bugs (about 1% are) or critical issues (<0.2%), rather they are questions regarding best practices or a customer explaining how they are setting up a new campaign and asking for confirmation that they are going in the right direction. For customers who need specific development efforts we can provide a quote for our Professional Services team to make sure the work is done as quickly as possible.
