The Benefits of Using the Customer Support Portal.

Last month we talked about all the available support options when you need assistance with Chase. We also promised to give you more information about the Customer Support Portal, which is undoubtedly the best channel for support. Let’s start by explaining what the Customer Support Portal is and some of its benefits.

What is it?

The Customer Support Portal is the issue tracking system that everyone in Chase Software uses to make sure your problems get solved quickly. It runs on Atlassian’s Jira issue tracking software, a product that’s evolved over the past 16 years into one of the most trusted applications of its kind. It’s been used by organisations like Twitter, Skype, NASA and the US Department of Defense so you know it’s no lightweight either.

Why use it?

If you have a Chase problem, do yourself a favour and head straight to the Customer Support Portal. Once you’ve logged in, you’ll be able to enter your query and keep track of it. Here are some of the benefits of using it instead of other channels.

  • It’s your hotline to the solution. Rather than only being involved at the beginning of the process – by sending an email or making a telephone call – you’ll be with us from beginning to end. So you’ll always know what’s going on the same time we do.
  • It asks you for all the right information. You’ll fill out a form with all the information we need to start working on your problem. Unlike email or a phone call, you won’t leave out any vital facts.
  • You don’t need to follow up. Everything we do to fix your problem goes into the Customer Support Portal. As it passes from one department to another or we communicate about it, you’ll see our progress.
  • Your account manager sees it too. Apart from automatic escalations that alert Chase managers if a problem threatens to take too long, your account manager also gets updates. They’ll swiftly step in on your behalf.

Be sure to use the Customer Support Portal for your next query. You’ll get a lot more visibility into its progress than with any other channel. Jamie’s Note and our second blog post for the month will go into more detail, so be on the lookout for them both.

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