Broadcore's support organization is entirely managed and operated internally to ensure the highest level of care and to better serve customers. Broadcore support personnel are trained to provide informed, efficient, fast yet attentive and courteous customer service.
Broadcore's support analysts possess the required knowledge and resources to take action and are easily accessible without lengthy wait times and a maze of automated attendant options and trees. Support analysts who first answer customer calls are able to address and resolve most issues right there on the spot. If the call needs to be escalated, rather then passing the customer to another group, the original support analyst takes ownership of the case, escalates the case to higher tiers, remains the point of contact, and proactively keeps the customer informed for the entire life of the case.
Once the customer request is handled, a detail report with resolution information is automatically emailed to customer administrator(s) for their records.
Broadcore remains committed to customer service and values customer feedback. Upon closure of every case, customers receive a link to a short online survey to provide feedback and help Broadcore management continue to refine the support process and improve the customer experience.
Customers may reach support from a Broadcore phone by dialing 611, from any phone by calling (800) 942-4700 - Option 1, or by sending an email to email@example.com.