Business management software provider, MYOB, is investing in its support and product information channels by launching 24x7 support services and revamping its online presence through significant updates.
While MYOB already provides real-time technical support via phone, email, community forum, live chat, and social media, the new product and services support will give customers 24x7 access to the company’s local client support team for its business division’s SME products.
“We recognise business owners work beyond nine to five and look to us to support that, so we’ve been working towards a 24 hours a day, seven days a week client service for some time,” MYOB CEO, Tim Reed, said. “We’ve hired and trained a significant number of people to accommodate this and are recruiting more.”
As per the current support program, support is free for cover and subscription clients, and is available on a pay-per-request basis for others.
MYOB has also given its website, including its homepage and product recommendation system, an upgrade on the back of feedback from client-centred research, analysis and design.
Reed said that the change, which is part one of the overhaul project, has produced a more client-focused communication channel.
The second half of the project is scheduled for completion prior to the launch of MYOB’s AccountRight Live solution, according to Reed.
MYOB’s community forum has received attention through a revised design and structure to cater for visitors. A key feature is the inclusion of an ‘ideas exchange,’ which is “a dedicated platform for clients and partners to submit product ideas and receive feedback from our product development team.”