Being customer-centric is one of ShareFile’s core values, so we offer support through many avenues including live chat, email, and phone. We’re happy to announce that we are now offering extended support hours. As our customer base grows, we want to provide as much flexibility as possible and to accommodate our customers worldwide. Our new hours include overnight support so you can contact us for help no matter when you work.

At some point each day, you get to be a customer. You use products and services from your phone company, internet provider, grocery store, etc. The great thing about this web of providers is that interactions with these businesses can help you provide better service to your own customers.

Let’s say you purchased a good, and there is some issue with it. When you contact the company that sold you the product, how do they respond? Are you transferred multiple times to explain your dilemma over and over? What if you cannot get in touch with anyone from the Support department? Would you continue to pay for service that does not meet your expectations?

ShareFile account managers speak with users every day to set up new accounts, provide training and answer questions. Here are a few of the questions that our account managers hear most with answers and resources to help you learn more.

What’s the quickest way to send a file to a client?

When you need to send a file quickly, log into your account and click Send a File in the navigation bar. This feature will allow you to prepare an email, select the file that you want to send from your computer and upload the file in one simple process. As soon as ShareFile successfully uploads the file, your email, with the file, will be sent to your recipient. It’s an easy way to share information, without any setup or extra steps.

To see a step-by-step guide to sending files, watch our Sending and Requesting Files training video.

At ShareFile, one of our core values is being customer-centric. We want to raise the bar for service in the field of technology. We put what’s best for the customer first and it influences all the decisions made here. That’s why ShareFile offers Customer Support hours seven days a week. But did you know that when you chat with us on our website, you’re actually talking to a live person? That’s right, our support team can help you using Citrix’s GoToAssist live chatting software.

How can you use live chat? Just click the “Live Chat” button on any page on our website or from the Help page when you’re logged in to an account. We will then ask you for your name, whether or not you’re an existing customer, and your email address. After that, you’ll be connected to a rep to help you with all of your questions. So easy!

Last week, we discussed two important lessons from Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization, by Leonardo Inghilleri and Micah Solomon. This book is a fixture on the ShareFile reading list and provides inspiration for our daily effort to raise the bar for service in the technology sector. Here are two more important points from the authors that can help you create an extraordinary customer experience.

“Individual customers are irreplaceable”: A business driven by strong customer service does not take the loss of any customer lightly. Inghilleri and Solomon point out that the lifetime value of repeat customers is very high, and individual customers should be treated accordingly.

Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization, by Leonardo Inghilleri and Micah Solomon, holds a spot on the ShareFile reading list. Here are two of the book’s most helpful lessons for anyone who wants to create a strong support ethic in their business.

Everyone in your company is part of the service team: You may have a specific customer service team, but every employee can work to improve the customer experience. Inghilleri and Solomon call this approach ‘Function Versus Purpose.’ Employees can provide the best service to a customer when they know that is their primary responsibility, above and beyond any routine tasks. By emphasizing that the company’s foremost goal is to help the customer, leadership can foster a service environment where everyone is ready and able to drop what they are doing to assist a customer.

As you are already aware, we are dedicated to serving the needs of our customers. I had a brief meeting with our Customer Service team and asked them some of the most frequently asked questions from ShareFile users. Below see common questions and answers.

What is bandwidth?

Bandwidth is a measure of the total data transfer activity on an account. Every time a file is uploaded or downloaded using your ShareFile account, bandwidth is used. Bandwidth is recorded on your account for any downloads (including downloads canceled part of the way through) and for any uploads that fully complete.

We’ve done it again! For the second time this year, ShareFile has extended our Customer Support team hours. In April, we announced how excited we were to help our clients seven days a week and now we are just as happy to extend our Customer Support hours to 4:00 AM – 8:00 PM Eastern Time, Monday through Friday.

As some of you may already know, ShareFile’s mission is to ‘raise the bar for service in the field of technology’ and some of our favorite compliments are given by clients after working with our Customer Support team. Did you know our entire Support staff is located in Raleigh, North Carolina?