October 08, 2018 08:00 AM
Our newly named Customer Success team is large and supports our community of customers all over the world. (Only seven are pictured here.)
Here at NCR Silver we are on a constant quest to give our customers greater knowledge resources, better self-training options and dependable live support 24/7/365. In times of need, we are always available to offer expert help.
We are happy to report that we have a new system for receiving and routing requests to Customer Care, newly named Customer Success. Now when you need help, here are the best ways to contact us when you fall into one of these categories:
ROUTINE: General knowledge inquiries, as well as basic issues (like needing a password reset!) are quickly resolved when you back office chat or email us since these needs have very little impact to operations, and don’t require urgent assistance.
HIGH: Say major business functions are impacted at the store level (like being unable to process managerial operations), but you can still take payments. Share visuals: Text us screenshots to 877-270-3475.
CRITICAL: Can’t complete a simple cash transaction? Unable to process credit? Don’t have back office access? Complicated and seriously pressing issues are best handled with a phone call to 877-270-3475 and you’ll get top priority.
We’ve also just finished training a wealth of new support team members to answer your questions faster. During the month of September 2018, they answered more than 1,800 IMs and over 300 texts from customers. Go team!
If none of this works and you need immediate answers in a crisis, you can always escalate an issue and email Jennica, Customer Success Supervisor. She’s been working in support for more than five years and can get you immediate help — no matter how big or small your request.
We hope you’ll find this information helpful if technical issues arise. Contact us anytime of the day or night, including holidays. We absolutely love to help!