SkyCiv 的工程支持
对用户体验的承诺
提供出色的客户支持是确保 SkyCiv 用户获得积极体验的关键.
我们感受到了软件需求或问题得不到满足的痛苦. 我相信你以前经历过, 您需要某项功能的帮助, 发现了一个可能的错误, 或者只是有一个问题 - 但你当前的软件需要 3-4 回复天数 - 或者有时根本没有! 这不是软件公司应该对待用户的方式, 这是我们从第一天起就融入到产品中的东西.
我们在这方面的效率如何? 我们的 平均响应率为 < 30 分钟.
来自真实结构工程师的工程支持
像我们这样的技术产品, 需要经验丰富的工程师的真正技术支持. 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.
