At the association’s recent Los Angeles Success Summit, the ASCII Group Inc. awarded Datto Inc. with its Best Customer Support award.
Datto doubled its number of technical support representatives in 2012 and plans to do the same in 2013. It made numerous improvements over the past 12 months to expand customer support for all Datto partners. Many of these changes, such as extended technical support hours and 24/7 emergency email support, were highlighted in Datto’s keynote at the ASCII Success Summit event.
One of the new initiatives Datto highlighted was its “Direct-to-Tech” service, which gives partners direct access to a technical support representative when they call Datto Support. This change in the support structure aims to provide partners with faster response times and quicker resolutions to common issues.
“Direct-to-Tech means that when a partner calls the Datto technical support number, a Datto support technician will answer their call and be available to assist them immediately,” said Victor Mathieu, director of technical support. “We have seen a dramatic decrease in first-response time and increased levels in overall customer satisfaction since the implementation of Direct-to-Tech. The initiative has exceeded our expectations and helps position Datto as a best-in-class customer support provider.”
In addition to Direct-to-Tech, Datto has also increased the number of Knowledge Base (KB) articles available to Datto partners. Datto’s KB is an important resource that allows partners to easily search and quickly troubleshoot common technical support questions. The KB can be accessed through Datto’s partner portal.
