At cobry, we approach tech support very differently to what you might expect from any other IT provider. This is mainly because we don't consider ourselves as an IT provider, but as a business that helps other businesses to work better and manage change through cloud technology. Throughout this article, we will explain to you three of the reasons we believe that our approach to support is like no other. Let's get started...
We care about your goals and tailor our support to suit these
We believe that there’s no one-size-fits-all approach to tech support. Each organisation is unique, with unique goals and unique requirements. If you choose to be supported by us, we’ll start your journey by asking a few key questions designed to let us understand what you want to achieve with technology in your business. Once we know this, it gives us the ability to map out your journey and tailor our support to your organisation's specific needs.
For example, if you’re looking to ensure that your employees get the most out of the Google Workspace tools, Helpdesk support and training sessions could be really useful. Or, if your goal is to drive change throughout your organisation, then our transformative support such as Innovation Councils or Transformation Labs will help you achieve just that.
Our support is not just fixing things when they break…
It’s easy to assume that tech support is somewhere you go if your tech isn’t working. While this is partly true, at Cobry, support is so much more than that. We don’t just fix what’s broken, we support and assist users to get the absolute most out of their technology.
How do we do this? We categorise tickets into two types: support and assistance. Support tickets refer to technical issues or bugs a user is experiencing. Meanwhile, assistance tickets refer to users who are asking for help or advice on how to do something using the Google Workspace tools. Google’s tools are so effective that only 10% of tickets raised are due to a technical issue or bug. This means that 90% of the time, our team is supporting and guiding users on how to enhance their use of the tools and improve day-to-day processes. So, it's clear to see that at Cobry we don’t just fix things that are broken - because they rarely are. Instead, we work closely with you to help improve your business and achieve your overarching goals.
Our support team are humans, treating humans like humans!
When you raise a support ticket on Cobry’s help desk, you can be assured that it will be dealt with by a real-life human. You will never be subjected to the frustration of talking down the phone to a robot who doesn’t understand your accent - with more than a few Scots in our team it’s understandable that we don’t like these! Instead, your ticket will be passed on to one of our experts and the 3-stage journey to resolve will begin.
Stage 1: Request Received
In this initial stage our team receives your ticket and will make contact to explore the issue further.
Stage 2: Processing the Issue
Secondly, our team will investigate the issue and evaluate all potential resolutions.
Stage 3: Issue Resolve
Finally, our team will explain the solutions they have found to you and will provide you with knowledge and support that could help with similar queries in the future.
At Cobry, supporting our clients and helping them work better is our number one priority. And that is reflected in the way we offer support. We take the time to understand your goals and tailor support to them. We go further than simply fixing what’s broken by helping you improve processes and get the most out of the tools. And finally, we ensure that the person supporting you is always a person. And not only that, a person who is eager to work collaboratively to find solutions to your organisational issues or processes.