The Importance of Quality Tech Support
Regardless of how amazing a product or service is, if your customer service is lacking, retaining customers will be a constant, uphill battle. And needless to say, installing an access control system takes hard work on your part and trust with the company- which can be both exciting and intimidating. Which is why we want to give you the best experience you can have with PDK’s access control systems- anytime, anywhere.
What is Quality Tech Support?
The official term, “tech support,” refers to a customer-facing role where our employees aim to help customers resolve any technical issues or questions. For PDK, this typically occurs during a dealer’s install or follow-up, which they may have with our products- with help offered through live chat options, phone calls, FAQ boards and videos, and more.
Furthermore, we got to talk to our head of Customer Support, Jeromy Stokes, and gain further insight into aspects of partner support on both sides of the fence.
“[As a partner], you are usually calling for support on your last efforts (in an installation), but with PDK’s team, it makes a difference in installation time and it means everything to our partners.”
PDK is built all around partner fanaticism- everything we do is centered around supporting our partners. Quality tech support helps to ensure productivity- for the partner and the company- and it also increases retention and customer satisfaction in having the best experience they could have with an access control install and company.
From a Dealer’s Point of View
We were fortunate enough to talk with one of our long-standing partners, David Eubank- from A-1 Locksmith in Dallas, Texas. Eubank has been involved in this industry for over 40 years, and has been installing with PDK for nearly eight years now.
It can be frustrating, and sometimes daunting, when having to call for tech support, in regards to questions or situations which may arise while on a work site.
“Other manufacturers have been more of a tiered tech support- where you have to reach one line to the next just to get a short response. PDK is very personal to each dealer and they thrive on their partner relationships, ensuring they have the best experience possible”
Forms of Customer Support PDK Offers to Partners
So what does PDK have to offer when supporting our partners? Endless opportunities to help you along the way, tailored to fit various needs, installations, situations, and partners.
We currently offer support in:
Call 801-317-8802 option 2
Video Resources (Tip Tuesdays and YouTube)
Knowledge-Based Resources (website, blog posts, training videos, website support with FAQs, etc.)
On average, PDK typically live chats with partners about ten to fifteen times a day, knowledge-based and video resources get frequent views, while phone calls are the top choice for our partners here.
While phones are always ringing, partners are usually only experiencing a wait time of twenty seconds, with a rare maximum wait time of over two to three minutes.
Typically, PDK’s partners often call for partner support when there is more in-depth programming involved during an install, with regards to rules or wiring configurations. PDK partners typically prefer a phone call for support because they are typically on a job site. Calling for support can be most efficient in response time when they are in a rush, with a question or installation. We want to give our partners the right solutions to their problems as quickly and efficiently as possible.
Here at PDK, we want our partners to have the best access control systems, with support in every aspect, for the smoothest installations. Our partners are valuable to our company’s core mission values and we show them just how valuable they are.
“[Partners] need issues resolved quickly- and installed quickly as well, PDK is there to answer with a simple solution for you.”
PDK’s Partner Support
If you ever encounter a problem or have a question, call PDK and you will be able to talk to a member of our expert support team, based out of our office in Draper, Utah. PDK’s Tech Assist eliminates any guesswork, increases efficiency, and fast-tracks your support call.
24/7 Support Line
For certified and above partners, we provide a 24/7 Emergency support line. All you need to do is call our normal support line before or after hours. Once the auto-attendant starts, bypass the attendant by dialing the certified dealer extension. That’s it!
DOWNLOAD Quality Tech Support Blog Sheet
WATCH ProdataKey's Big Access Podcast Episode 8
Jeromy Stokes joins to talk about our customer support/experience and how we manage this service.
ProdataKey (PDK) is a leading innovator of networked cloud-based access control products and services. The company’s mobile-first PDK io cloud platform allows for complete system management and control through any web-connected device- anywhere, anytime. With thousands of systems managing tens of thousands of doors for a quickly expanding base of loyal partners throughout North America and beyond, PDK delivers an unparalleled user experience as well as the highest level of security, safety, and data privacy.