Speedy assistance from Unwire’s technical support team

Unwire’s technical support team deals with everything from helping customers with questions and problems to monitoring IT systems during TV shows with SMS polling, for example. The technical support department is open 24/7, 365 days a year and its 10 staff - together with a new IT system - are there to ensure customers faster response times. 

Every day, Unwire’s technical support department receives between 40 and 70 emails and phone calls from its customers. The enquiries range from a customer forgetting his password to an error message on a client IT system. Regardless of the nature of the enquiry, technical support strives to ensure fast response times:

“As soon as customers send us an email, they are given a receipt with a reference number so they know we have received their mail and are looking at the problem. Acknowledging receipt of enquiries gives customers an important feeling of security,” explains Jacob Samson Schlüter, who in his capacity as support and operations manager is responsible for the technical support department.

Even better support
He explains that in its efforts to provide even better service the department has recently introduced a new IT system. Jacob Samson Schlüter believes the system has helped to improve support and resulted in Unwire being able to optimise the already excellent level of service the company offers its customers.

Monitoring 24/7
In addition to customer support, the department also handles operational monitoring. When Unwire supplies a solution enabling a TV show like “Who wants to be a millionaire” to hold an SMS poll, for example, it is imperative the technology works. All the SMS votes from viewers have to be registered, and to avoid operational errors Unwire monitors all their operating systems 24/7, seven days a week.

“Our IT system carries out ongoing monitoring so we can respond within a 30-minute time frame if needed. This ensures we can react quickly and provide the required system security necessary for a company such as Unwire,” concludes Jacob Samson Schlüter.