Blog: Why Infigo’s Customer Support Team is the best in the business

Posted on 16/07/2024 by James Reffold

At a time when AI is revolutionising the way we all work, you’d think it would be natural for a bleeding-edge technology company to automate wherever it can. However, at Infigo, we know how frustrating it can be when you have a problem that only a human can solve, and yet you’re left fighting with a chatbot.

Or, if you do finally speak to someone, it’s a generic call-centre, staffed with temps who don’t have the knowledge or technical experience to get to the bottom of your issue.

This is why, at Infigo, we’ve always prided ourselves on providing world-class customer support, with actual humans that you can have a proper conversation with.

Our Customer Support Team has been vital to many of our customers’ successes and enabled us to grow. This is because want to ensure that you get the very best out of the Infigo platform and maximise your investment.

Customer satisfaction guaranteed

Under the leadership of Hannah Wares, our team is deeply committed to ensuring our clients receive prompt and effective support. With some members having worked for Infigo for almost a decade, the team is well-equipped to handle a myriad of enquiries, demonstrating our unwavering dedication to clients.

A recent conversation underscored the exceptional service we provide and how our cohesive, dedicated team enhances our customers’ experiences.

In this video they discuss:

• The secret morning ritual that ensures a productive day
• The different tools the support team has in its arsenal to enable users to get the best out of the platform
• Why implementing a 4-day working week has seen customer satisfaction improve
• Who their favourite clients are..
• Plus much more

But, when you do have an issue you can’t resolve, who is it you’ll be speaking to?

Hannah Wares

Infigo Head of Customer Support, Hannah Wares has been with the team since 2020, and has been instrumental in maintaining a high level of customer service, despite the company’s client base growing significantly.

When Hannah is not focussed on keeping our clients storefronts and workflows in prime working order, you’ll either find her in the gym, baking for friends and family or recording a podcast episode. Check out her meet the team feature for more.

Duncan Rouart

Senior Customer Support Analyst, Duncan Rouart, joined the company in its infancy back in 2015, and has seen Infigo grow from a handful of employees, to a 50+ strong organisation, developing an innovative range of digital tools for the print industry along the way.

Duncan is an avid cyclist and is known to take on 230km bike rides “for fun”. If you’re wondering how long that would take, on his most recent outing he set off at 5am and got back at 9pm..

Ashleigh Bacon

Software Support Analyst, Ashleigh Bacon, is one of the teams newer recruits, having been supporting Infigo’s users since 2023, specialising in content templates.

Continuing with the Support Team’s active lifestyles, Ashleigh is a keen rugby player for Dartford Valley Roses. So, at the weekends, you’ll likely find her tackling players as enthusiastically as she tackles technical support issues.

18 months of Infigo support

Infigo Head of Global Marketing, Chris Minn, recently sat down with Ashleigh to discuss her experiences over her first 18 months in Infigo support.

She explains how she continuously discovers new things about the Infigo platform, which she is then able to pass on to customers. Ashleigh goes on to detail how our content template feature in particular is easy-to-use and often directs users to utilise this tool.

Watch the full interview now to discover more about her journey with the business.

Get even deeper with customer support

As you may have realised by now, at Infigo, we know that talented people, with strong personalities, are as important to the business as the technology we develop. Time and time again, we hear of customers that invest in a platform but then receive inadequate support.

However, we believe that the more successful YOU are, the more successful WE are. Which is why we provide a range of ways to support your queries.

As well as the Customer Support Team, we provide in-depth information on Zendesk as well as our Infigo Academy YouTube tutorials, spearheaded by Academy Manager, Sam Webster.

So, to find out more about:

• An average day for the Infigo Support Team
• How to construct the perfect support ticket
• How the Infigo Academy can often provides a swifter resolution
• The benefits of working within Infigo’s Support Team
• Why Infigo’s 4-day working week has no impact on customer support
• The benefits of our US users waking up to resolved tickets
• Plus much more

Watch now

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