Our Approach
At SpryPoint, we are convinced that unifying software development and software support leads to the best possible customer experience. With this philosophy in mind, we provide assistance through a team of versatile professionals who possess expertise not only in the functional aspects of your SpryPoint application but also in its development and testing processes.
Going beyond traditional support, we focus on customer success, which encompasses a proactive approach to ensure our clients achieve their desired outcomes using our solutions. Our customer success team works closely with customers, offering guidance, resources, and timely assistance to maximize the value they derive from our applications. By combining the knowledge of both software development and support, our cross-functional team ensures a seamless experience and a higher level of satisfaction for our customers.
Contact & Hours
As a SpryPoint customer you will receive unlimited support through phone, email, and our Support Portal. We monitor our support queue Monday - Friday from 8 AM to 5PM EST so that we can properly triage your tickets. After-hours, on-call support is also available when requested in advance to provide you with an extra layer of support.
Customer Portal
Our Support Portal is much more than just a ticket management system. In addition to the ability submit and track track support tickets, customers are able to manage user registration, browse through our Support Documentation and engage on SpryPoint Forums.
Documentation
Documentation is a key component of the service we provide to our customers. Sprypoint technical writers follow a continuous and iterative process where documentation is refined and updated to ensure all information is up-to-date. All SpryPoint documentation is crafted with searchable titles and is designed to enable our customers to easily find the answers they need.
Training Videos
All clients have access to our tailor made training videos within our applications. These training videos cover basic topics such as general navigation through to more complex functional areas. Training videos are regularly updated and serve as a great resource for both refresher training for existing staff as well as introductory training for new team members.