Infomaniak support is now also available via chat. This new tool responds to a growing demand from our clients for this type of communication. Available Monday-Friday from 9:00 a.m. to 5:30 p.m., it offers fast and targeted communication by putting clients into direct contact with a specialist.

Live support is part of our constant effort to improve quality and responds to today’s needs. The massive use of instant messaging for both business and private use brings expectations and requires a practical and well-adapted response.

Communication via chat is particularly intuitive and has been developed based on feedback from our clients. It allows screenshots and attachments to be sent directly from the chat window to the specialist of the product concerned. Halfway between telephone and email, users appreciate the “real-time” aspect of this means of fast communication. Links, references and help pages can be exchanged directly during the chat, thus offering rich, targeted and contextualised interaction. In particular, support can precisely identify the web page a client is on and send them a link towards a specific page of their admin console, while explaining the steps to follow at the same time. In addition to substantial time savings, users appreciate that they fully participate in finding the solution to their problem.

Customer relations as a driver of change

Thanks to a close relationship with our clients, we will constantly improve our services by defining the best practices of the sector. In addition to introducing live support, over the past few months we have also extended our opening hours and optimised the organisation of our support. Now entirely redesigned, our support service puts “product specialists” and continuous training at the heart of our quality objectives.

In practice, the product specialists belong to different departments in order to ensure our clients close contact and monitoring and to provide them with the latest innovations developed by Infomaniak. The staff is located in Switzerland and is regularly reinforced to meet these new challenges. Infomaniak support is offered in five languages for easy communication, regardless of the user’s level of knowledge.

We have developed our chat support by placing our clients at the heart of our approach and are happy to be able to provide even greater reactivity and a faster response to your needs.

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