Engineering Support at SkyCiv
A Commitment to User Experience
Providing outstanding customer support is key to ensuring a positive experience for our users at SkyCiv.
We've felt the pain of not having our software needs or questions met. I'm sure you've experienced it before, you need assistance with a feature, identified a possible bug, or just have a question - but your current software take 3-4 days to reply - or sometimes not at all! This is not how software companies should treat their users, and is something we've built into the product since day one.
How effective are we at this? 我们的 average response rate is < 30 分钟.
Engineering Support from Real Structural Engineers
A technical product like ours, requires real technical support from an experienced engineer. That's why our Support Team are Structural Engineers with real engineering and design experience - able to assist you with a high degree of accuracy. So you can be confident in your use of the software and overall designs.
An engineer at your finger-tips in just 30mins? Does your current software offer this?
Real-Time Model Review
SkyCiv坐在云上 - meaning users and customer support agents can see the same model at the same time. This is great for diagnosing issues and resolving problems quickly and effectively. 例如, Paul here is helping one of our users in real-time with a stability issue:
A typical support ticket may look like this:
- User has a question/issue with a specific model and prompt the live-chat
- A SkyCiv representative answers in 少于 30 分钟 and is able to review the user's model
- The representative diagnoses the problem and saves a repaired version of the file (or records a video showing how to fix it)
- The User can now see the updated model and continue with their work
Although we cannot provide design advice or project specific advice, we can certainly help with all things relating to the software, and assistance in troubleshooting your models.
与用户进行清晰透明的沟通
我们通过在我们的网站中记录软件的所有更新和更改来确保透明度 软件变更日志 and most importantly; full design calculation reports. This allows users to stay informed and self-answer questions or technical queries you may have.
清晰详细 软件文档n 对于帮助用户有效地使用软件并最大限度地降低用户输入错误的风险同样重要. 我们还提供视频, 演练, 和技术文章来指导用户使用我们的软件, 同时解释其所做的任何基本假设.
We do this to help you - help you find answers to your questions, quickly and effectively.
