The Customer Support Team provides a high level of ongoing support to our customers on calls, emails, and live chats following through each task until a solution is provided to the customer and reviewed to their satisfaction. The Customer Support Team works directly with customers helping to troubleshoot issues and resolve customer dissatisfaction.
This includes analyzing a customer’s business operations, project and/or issue providing recommendations to resolve issues, improve productivity and increase customer satisfaction levels. They work closely with Customer Support Manager who leads the team while keeping track of deadlines and communicating support related items to the other departments.
Once you decide to switch to Muni-Link, the entire team will be available to you throughout the process. Our Customer Service Coordinator will contact you to tell you exactly what you can expect. First, we’ll send out an implementation specialist who will get to know everything about your day to day operations and billing processes.
We’ll take care of the conversion process behind the scenes so that you won’t even notice that it’s happening. Our Customer Services Staff will train you and even process billing runs with you. You will be a Muni-Link expert by the time you are ready to go live with your new software! Plus, if you have a question, you will talk to a LIVE customer service expert every time.
Billing support refers to the dedicated assistance provided to customers regarding their billing queries and concerns. At Muni-Link, we take pride in offering excellent support to ensure our customers have a seamless experience. We pride ourselves on excellence in customer service, and we have three full-time personnel dedicated to providing our customers support during business hours.
Currently, over 93% of all incoming calls for Muni-Link support are answered live at the time of the call. Any calls that go to voice mail are returned within one business hour or LESS! We also offer email support and return emails within one or two hours; often even sooner. If you have a question or need support, we have you covered. And all of this is included with your low monthly subscription fee.
Muni-Link posts important announcements like Customer User Events, Office Closures, and System Updates, on the dashboard’s red notification box. As these notices only show when relevant, users are encouraged to check it frequently. Additionally, Muni-Link sends emails about events and updates, possibly featuring new system documentation. For inclusion in the mailing list, please reach out to the support team.
Muni-Link highly values its supportive role, always ready to assist users with any issues. Our Support Team effectively resolves most queries in a single call, occasionally needing help from other teams. Even then, you can expect a timely response and constant communication about your issue’s status and expected completion date.
We can be contacted from 8:00 am – 5:00 pm EST Monday – Friday and are closed on major holidays.