Customer Support

At Pole Star, customer satisfaction is our top priority, and we embody the principle of "Customer Obsession." Our approach is built on delivering innovative, tailored solutions while providing exceptional customer service that focuses on addressing our client's needs and exceeding expectations. Our customer support is structured to provide responsive, practical assistance at every level. We offer a tiered system of support based on severity, ensuring that issues affecting our customers operations are resolved as quickly as possible.

 Our Customer Support:

• Availability: Our systems are available 99.5% of the time, meaning customers can rely on our solutions nearly continuously, barring planned maintenance.
• Support Coverage: We offer support Monday to Friday, 9 AM to 5 PM, excluding bank holidays, with a responsive helpdesk that guarantees calls and emails are answered within 2 hours during working hours.
• Proactive Communication: Our team ensures regular updates during the troubleshooting and resolution. This includes personalized responses (not automated) and regular progress reports, keeping customers informed every step of the way.
• Comprehensive Resolution: Our support team can handle requests, from password resets and user setup to complex data manipulation and system configuration. We commit to clear timelines, ensuring transparency and predictability.

By continually measuring our performance and using feedback to improve, we aim to provide exceptional service that ensures our customers' success, aligning with our core value of customer obsession.

Who are the Support Experts?

Pole Star's customer support team includes dedicated experts skilled in resolving issues and providing tailored solutions for various customer needs. These experts are specialised in areas such as:

1. Technical Support Engineers: They troubleshoot system issues, investigate bugs, and manage technical configurations, ensuring smooth system functionality and uptime
2. Customer Success Managers (CSMs): CSMs work closely with clients to ensure they maximise the value of our solutions. They provide ongoing support, training, and strategic guidance, aligning our offerings with the customer’s business goals.
3. Implementation Specialists: These experts focus on onboarding new customers, setting up systems, and ensuring smooth transitions. They handle the integration of our software with the customer's existing infrastructure.
4. Data Configuration Specialists: Responsible for helping customers with complex data manipulation, uploads, and configuration of reports and system functions to meet specific client needs.
5. Quality Assurance (QA) Team: Ensures that system updates, new features, and patches are tested rigorously before deployment, maintaining the high quality and reliability of our services.

These experts ensure Pole Star's clients receive the best possible support and service by combining technical proficiency with customer-focused strategies.