D&A Media have a unique relationship with Lifesize due to the principles that we share. The core values of D&A Media and Lifesize both align to make sure our customers receive the best possible experience, with no effort spared to ensure their satisfaction. Just as with D&A Media, at Lifesize customer service isn’t simply an afterthought, it is an obsession. It is for this reason that there isn’t simply a ‘customer service’ team, but a ‘Customer Obsession’ team. So what is the difference? Well customer service is one function of operating a business, whereas Customer Obsession requires a complete shift in how customer relationships are handled. At Lifesize, Customer Obsession is one of the four core values, and the company is dedicated to honouring commitments made to customers and working as a unit to create even greater value for users.
The core Lifesize Customer Obsession principles:
- “Serve our customers, help our co-workers, do our job”
- “Deliver the most compelling customer experience possible”
- “Exceed the expectations of our customers every day”
- “Achieve customer success through exceptional service”
In order to live up to the promise of fantastic customer support, it is important to start with the right kind of people. The D&A Media and Lifesize support teams consists of highly skilled technical engineers, who are experts in Lifesize products and keeping all end-users connected. Working closely with the technicians is the talented Customer Success Advocates, who ensure that all users are getting the most value out of their solution. They are involved throughout your product journey, from on-boarding, and throughout the duration of the relationship, always ensuring the best possible service for your business is maintained.
One of the key differentials between consumer and enterprise grade video conferencing is the availability of support. Whether you are in an important sales meeting, or pitching for a major contract, you need the service to be reliable. Should something go wrong, you need someone to call who can help you resolve the issue as soon as possible. The D&A Media Platinum support package ensures a 1st line technician response within 2 hours of notification, and an engineer visit within 4 hours of notification. This ensures that whenever an issue does arise, it can be investigated by a qualified professional and your system can be up and running as soon as possible.
Additionally, the Lifesize Extreme Support team are accessible 24 hours a day, 7-days a week, 365-days a year. You can chat, email, call, submit an online request and ask questions in the online community. With the Extreme Support service, you get priority access to the Lifesize support team, a one-hour response time (from a skilled engineer) and access to special community groups. Extreme Support and the Customer Success Advocate program are included in the Enterprise Subscription Plan and available as an add-on in the Premium Subscription Plan.
The New Lifesize SLA
To further improve the support offering is the addition of a financially backed Service Level Agreement. This SLA covers the connectivity and availability of the Cloud-based service, and promises that there will be less than a 0.1% unplanned downtime per month, to ensure your peace of mind when using any Lifesize equipment provided by D&A Media.
The moment you join the D&A and Lifesize family, our obsession to ensure you remain happy as a customer begins, and continues for as long as you are a customer. From the very start, we will help with on-boarding, and support you throughout, periodically checking in just to make sure your expectations are met and exceeded wherever possible. Lifesize will regularly share updates, new features, best practises and anything else that can help you to get the greatest value from your plan. For D&A Media and Lifesize, it is a pleasure to serve you, and to make sure your experience of Lifesize Cloud is the best it can be.
That’s Customer Obsession.
Experience this level of support for yourself with our 14-day free trial!