2024-11-14 19:37:00
Jitterbit Expands Global 24/7 Customer Support Availability with Live Agents and Professional Services
Jitterbit, a global leader in accelerating business transformation for enterprise systems, today announced the global expansion of its Premier Support program to provide enterprises with enhanced “follow-the-sun” service and expert issue resolution.
O programa Premier Support
Jitterbit’s Premier Support program offers flexible, tiered options that provide 24/7 access to experts to troubleshoot essential and critical operations issues, reducing downtime and ensuring business continuity.
“Immediate access to expert support is crucial for business operations to run smoothly,” said Keith Trottier, SVP of Global Customer Support and Professional Services at Jitterbit. “Our Premier Support program delivers high-quality, personalized service when our customers need it most to quickly resolve issues and minimize disruptions.”
Premier Support now offers customer “follow-the-sun” support and enhanced services with expert guidance on the Harmony platform
First announced in May 2024, Premier Support is available in three plan options, which now support all time zones globally to meet the diverse needs of organizations. Customers can choose between:
Premier: Service that provides reliable support with new telephone access to Jitterbit experts, ensuring timely assistance for critical operational issues.
First Plus:
enhanced service that includes all the benefits of Premier, with additional 24/7 live agent support for faster response times.
Premier Enterprise:
Top-notch service designed for enterprise-level customers, providing live support for all severity levels, with 24/7 phone access to expert agents.
For more information about Jitterbit Premier Support, visit jitterbit.com/premier-support.
Industry recognition for excellent customer support
Jitterbit has consistently received praise for its exceptional customer service, underscoring the company’s dedication to providing top-notch support. In 2024, the company was recognized by Gartner Digital Markets in the “Best Customer Support” category for its Electronic Data Interchange (EDI) solution.
The company also earned G2 Fall 2024 badges in the “Easiest to Do Business With” and “Best Support” categories for Workplace Innovation Platforms for App Builder. Additionally, Jitterbit won a Silver Stevie Award in 2023 in the “Customer Service Department of the Year” category.
Enhanced Services expand to the full Harmony platform
In addition to the “follow-the-sun” Premier Support offering, Jitterbit is announcing that its Enhanced Services — previously only for iPaaS — are now available across Harmony, the company’s AI-Infused, low-code platform.
Jitterbit Enhanced Services provides experts to help ease the burden on IT departments by offering personalized services and guidance to ensure Harmony runs smoothly and efficiently. This service fills skills gaps, controls costs and provides immediate expertise. Jitterbit Enhanced Services include:
Direct access to subject matter experts (SMEs)
Recommendations to optimize platform performance, scalability, and uptime
Performance and status checksto assess critical business functions and optimize workflows
Architectural and installation consultancy, plus private agent software updates
To learn more about Enhanced Services, visit jitterbit.com/service/enhanced-services/.
About Jitterbit Inc.
For organizations ready to modernize and innovate, Jitterbit provides a unified AI-Infused and low-code platform for integration, orchestration, automation and application development, accelerating business transformation, increasing productivity and unlocking full value potential. Jitterbit’s Harmony platform, which includes iPaaS, API Manager, App Builder, and EDI, helps future-proof operations, simplify complexity, and drive innovation for organizations globally.
Learn more at www.jitterbit.com and follow us on LinkedIn.
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How does Jitterbit ensure ongoing training and development for their support team to maintain high-quality service?
**Interview with Keith Trottier, SVP of Global Customer Support and Professional Services at Jitterbit**
**Interviewer:** Thank you for joining us today, Keith! Jitterbit has recently expanded its Premier Support program. Can you explain a bit about what this expansion entails?
**Keith Trottier:** Absolutely! We’ve significantly enhanced our Premier Support program, which now features 24/7 customer support and live agents across all time zones. This “follow-the-sun” service model allows us to provide immediate access to expert support anytime, minimizing disruptions and ensuring that our customers can maintain business continuity even in critical situations.
**Interviewer:** That sounds impressive! What are the different tiers of the Premier Support program, and how do they cater to diverse customer needs?
**Keith Trottier:** We offer three tiered options:
1. **Premier:** This plan gives customers reliable support with essential telephone access to our experts, ensuring timely resolutions for critical operational issues.
2. **First Plus:** In addition to everything in the Premier plan, this option includes 24/7 live agent support, allowing for even faster response times.
3. **Premier Enterprise:** This is our top-tier option, tailored for larger organizations. It provides comprehensive live support for all severity levels, guaranteeing that our expert agents are available 24/7.
**Interviewer:** It sounds like Jitterbit is really committed to enhancing customer experience. How has the industry responded to these new support offerings?
**Keith Trottier:** The feedback has been overwhelmingly positive! We’ve consistently received recognition for our customer support, which was highlighted this year when we were awarded by Gartner Digital Markets for “Best Customer Support” related to our Electronic Data Interchange solution. Additionally, we’ve secured numerous accolades from G2 and even won a Silver Stevie Award last year. These recognitions reinforce our commitment to providing exceptional service.
**Interviewer:** That’s fantastic to hear! What strategies do you have in place to ensure that your support team remains top-notch and responsive?
**Keith Trottier:** We invest heavily in training our support staff to ensure they are experts in our solutions and capable of providing personalized service. We also gather customer feedback regularly to identify areas for improvement and maintain high standards. Ultimately, our goal is to empower our support agents to enable faster, more effective resolutions for our clients.
**Interviewer:** Thank you for sharing these insights, Keith! It’s clear that Jitterbit is making significant strides in customer support, ensuring businesses can thrive with reliable assistance.
**Keith Trottier:** Thank you for having me! We believe that effective support is crucial for business success, and we’re excited to continue delivering on that promise.
