Written By: Allison Bolduc - Jun 25, 2019
Blog2 min read

Omatic Channels for Customer Support and How to Best Utilize Them

Whether you have just finished your implementation with an Omatic consultant or you have worked with our solutions for a while, we are always here to help! All questions or concerns about our solutions and integrations can be answered by our in-house Support Team through multiple channels. We also offer a variety of additional resources to help guide you to success.  

The Support Team provides assistance for functionality, problem diagnosis/resolution, and technical guidance. They are here to help with varying issues from installation, to working with connectors, to importing and exporting processes. Our analysts are trained to assist with a variety of needs and strive to provide timely responses.  

If you are faced with an urgent question, we recommend starting a new support ticket. Clients may do so by submitting one online or reaching out via email, call, or chat, and the Omatic Support team will create a ticket for you. The Support Team strives to respond to customer contact within two business hours during normal business hours but typically respond to clients within 3-5 minutes of initial contact.  

In 2018, the Support Team at Omatic achieved a 99% Service Level Agreement and was able to maintain that score throughout the year. Today, they continue to resolve client issues as quickly as possible.  

If you are dealing with less-urgent questions, the Omatic KnowledgeBase and Community Forums are terrific self-service resources that are available 24 hours a day/7 days a week. With these resources, you will find helpful answers to some of our most commonly asked questions and see workaround solutions for Omatic product-specific errors and exceptions. The KnowledgeBase specifically allows clients to ask questions in natural language that is searchable by keyword. User guides and forums are also available online where clients can talk to other peers to discuss hot topics such as regular expressions and more. Omatic also offers a variety of free webinars as additional resources 

At the end of the day, we want our clients to receive the most personalized and efficient service as possible. We aim to create Omatic Fanatics through our solutions and support to guide our clients to grow their impact.  

Support Hours 

Monday – Thursday: 9:00 a.m. – 6:00 p.m. EST
Friday: 9:00 a.m. – 5:00 p.m. EST 

Please note: After hours support is available by appointment only. Clients may also call and leave a message if they cannot reach the team during normal work hours. 

How to Reach a Support Specialist

Additional Support Resources

  • User Forums: Community/peer support is available 24 hours a day, 7 days a week 
  • KnowledgeBase: quick solutions to common questions about our products  
  • Webinars: join us for a live webinar to explore our solutions, best practices, and more

 

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About Allison Bolduc

Allison Bolduc is a Consultant for Omatic Software in the Professional Services department. She currently assists clients in implementing, learning, and maximizing their use of Omatic products. Previous to holding her current position at Omatic Software, Allison worked for seven years in the nonprofit world as an Associate Director of Development at the Charleston Animal Society and as a Membership Coordinator at the Gibbes Museum of Art. In these roles, Allison gained real-life practical experience working with the Raiser’s Edge 7 (both as a non-hosted and hosted client), Blackbaud NetCommunity and Sphere Friends Asking Friends. Allison holds a bachelor's degree in art history from the College of Charleston and is a member of the Association of Fundraising Professionals.