QlikTech launches Qoncierge: an agile world-class customer service team
New global, non-technical support organisation introduced to complement existing QlikTech Support Services.
Committed to providing the highest level of customer service and ease of product use, QlikTech (NASDAQ: QLIK), a leader in Business Discovery-user-driven Business Intelligence (BI), today announced the launch of Qoncierge. Qoncierge is a free, global offering within QlikView's Support Services organization that acts as a single point of contact for solving non-technical, business-related issues. This service complements existing QlikView Support Services, which are designed to help customers and partners quickly resolve any issues, maximizing their investment in the QlikView Business Discovery Platform.
Staffed by trained and dedicated service consultants, the goal of Qoncierge is to deliver high-value customer and partner experiences. The service provides simplified and successful interactions that not only improve overall experience, but also reduce the touch-points required to find answers to non-technical, post-sales questions. From product licensing and downloads to portal and access issues, and profile updating and training, Qoncierge is available 24 hours a day, five days a week and offers assistance in five languages, including English, French, German, Swedish, and Spanish, with availability in Japanese coming soon.
Initially launched in beta in July 2012, Qoncierge has provided service to over 1,800 customers and partners across the globe. Dedicated to rapid response, the Qoncierge team begins work on new cases within the first three hours of contact. Over the six month beta period, Qoncierge received a 97 percent satisfaction rate from users.
"By continuously offering new ways for customers to generate greater value from the QlikView platform, Qoncierge serves as a model of how to deliver ongoing, real-time support," said Les Yancey, Senior Data Warehouse Analyst at Cancer Treatment Centers of America. "Our end user community is looking for us to rapidly respond to their needs, and Qoncierge is a great solution that services that need."
Supporting the Business Discovery Experience
The QlikView Business Discovery platform delivers self-service BI, empowering users across the organization to more easily understand and make decisions about their business. QlikView Support Services helps customers and partners maximize their investment in QlikView and streamline their Business Discovery journey. Through a combination of traditional and community-based support services, free product upgrades, and on-line knowledge bases, customers and partners have the answers and resources needed to troubleshoot any issues.
"QlikTech continues to demonstrate a highly customer-focused culture that stresses the importance of meeting customer and partner needs at every touch point," said Greg Farrell, Director Implementation Services at Allegro Business Intelligence. "As a long-time QlikTech partner, we've been impressed not only with the Qoncierge service but also with the overall enhancements QlikTech has made to providing partners and customers around the globe with the support they need. Qoncierge is a step forward that will provide additional support resources to help QlikTech continue to deliver high-impact Business Discovery solutions to our customers."
"QlikTech is an organization dedicated not only to delivering an industry-leading Business Discovery platform, but also being a total business partner with our customers and partners," said Xavier Oleron, vice president of global support at QlikTech. "We have put in place valuable initiatives to help our customers and partners in every way we can because we are dedicated to helping them succeed. Our new Qoncierge service is a powerful extension of that ongoing mission."
Available to all QlikTech customers and partners today, more information about Qoncierge can be found at http://www.qlikview.com/services/support.
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