We're thrilled to announce a brand-new feature release - introducing your new and improved Help Centre! These enhancements are designed to make getting support faster and more efficient for you
How it works
- You can create a ticket in SonoPlatform as part of the new "help centre"
- Complete a simple form to start a conversation
- Share relevant attachments
- The request goes to our expert App Support Team, who will triage the request and manage all technical requests for you, keeping you informed every step of the way
- If the ticket needs support from your account manager, they can be notified and collaborate with you to resolve the issue
- Support conversations are visible to ALL your users in SonoPlatform, so even if someone goes on holiday, your teammates can chase an issue and see all the conversation history.
Key benefits
Support Requests:
- Access support history with ease
- Benefit from clear transparent response times
- Direct connections to the right experts
- Status change notifications
- Share attachments
- Offers a better experience when compared to the old email-based service
In-App Notifications:
- Stay informed with updates on your support requests directly within the platform
Data on our Service Model:
- All requests can be measured and SLAs monitored helping us to continue to improve customer experience with data
Why the change?
We have spoken to many customers about our service this year and created these new features in response.
We are acknowledging that clearer communication and service efficiencies will save you time and money
Is it secure?
Yes, everything you send is encrypted in transmission and stored following our privacy policy. Our new tool is more secure than regular email, so you can be sure that anything you share with us continues to be treated as confidential.